3rd Line Service Desk Engineer
New Yesterday
Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. We operate at the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients.
With sustained growth, an exceptional client portfolio, and a people firstculture, we combine technical excellence with a commitment to outstanding customer experience. As we evolve our security posture internally and for clients, this role is criticalforshaping and delivering a mature, modern cyber practice.
Experience:
You will be a 3rd line service desk engineer working on our C entral service desk. The service desks are managed by our Service D esk Manager .
Your role will be to provide 3rd line technical support to some of our key clients. To maintain a high degree of client service ensuring responses are accurate . As the ultimate escalation point for our 2nd line team , you will be required to take escalations, understand the problem, resolve, and perform root cause analysis. Qualified to at least one of the following : Microsoft 365 Certified En dpoint Administrator Associate
Microsoft 365 Certified Administrator Expert
Microsoft 365 Teams Administrator Associate
Microsoft 365 Certified Messaging Administrator Associat e Microsoft 365 Certified Modern Desktop Administrator Associate Microsoft 365 Certified Teams Support Engineer Specialty
O verall responsibly for the progression and effective resolution of all support cases received in accordance with our SLAs and KPIs and managing client accounts from a technical perspective.
Technical Skills Required:
Windows Desktop (10 ,11 ),
Troubleshooting experience to an expert level
Advanced Windows 10 /11 Desktop Administration
A pplication and OS deployment
Windows Server (2012 R2, 2016, 2019 , 2022 , Hyper V)
Troubleshooting and experience to an expert level
Expert knowledge of Active Directory, Group Policies, Terminal Services and DHCP , AD Domain services, MFA Server and SSO
Backup configuration
Microsoft 365
Expert knowledge of Microsoft 365 administration
Expert in SharePoint online and teams' online administration
Strong understanding and capability using PowerShell relating to Microsoft 365 services and A zure AD. Ability to automate and standardise configuration s by script
Ne tworking
High level u nderstanding of networking and troubleshooting
Deep understanding of IP addresses, DNS and what makes up an IT network
Diagnosing internet connection issues
Diagnosing Network issues and performing Network site s urveys
Client Surveys
Site surveys for a range of technology applications across client sites as and when required
The Candidate
You will be a dedicated and experienced IT Support e ngineer with 3+ years experience ideally working for an MSP . Over the next 12 months we expect you to:
Exceed our SLAs and ensure our 30 minute call back guarantee is maintained
Achieve consistent 5 star on all Customer satisfaction surveys
Take ownership of technical escalation and escalate to manufacturers support when required
Follow established escalation process for critical or high priority issues as identified onsite
Contribute to and improve internal knowledgebase, assets
Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution
Be able to w ork under pressure
Have a flexible worki ng attitude
To be reliable and honest
Produce and keep up to date documentation on clients systems
Produce and keep up to date documentation on our internal systems
Floor walk and assist the 2nd line team
Produce weekly playbooks and report to senior management team
Be proactive
Mentor our 2nd line engineers
Company Benefits:
30 days annual leaveplus1 additional dayto be used 2 weeks either side of yourbirthday.
Comprehensive private healthcare and wellness programs.
A contributory pension scheme.
Access to high-performance computing resources and a modern working environment.
Professional development opportunities, including up to 10 days of relevant training per year.
Interview Process:
Stage 1: Screening Interview with HR team via Microsoft Teams
Stage 2: Microsoft Teams Interview with Service Desk Manager
Stage3: Face to face with Service Desk Manager & Head of Operations
Stage 4 :A call with our HR Manager to run through a job offer, set expectations and confirm any outstanding questions.
Final Stage: An offer letter is sent with an agreed start date. Welcome to the Total IT Team!
Why work at Total IT
A recent team survey gives you an insight into the work life here at Total IT:
"Great people", "The atmosphere makes me want to come into work each day!"
Joining us on a technical role, expect a warm welcome, and to be treated fairly and professionally with top-up training to help you meet your own goals.
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- Location:
- City Of London
- Salary:
- £45,000
- Job Type:
- FullTime
- Category:
- IT
