3rd Line Service Desk Engineer

Up to £55K + Company Benefits

Hybrid - Northampton

As a 3rd Line Engineer, you will be responsible for providing 3rd line support to a dedicated financial services client, ensuring incidents, service requests, and updates are logged and processed efficiently. Acting as a key point of escalation for 1st and 2nd Line support, you will work closely with both internal technical teams and the client’s CTO, requiring clear communication at a technical peer‑to‑peer level. The environment demands an engineer who can both simplify complex issues for operational teams and engage confidently on detailed technical discussions, with a strong working knowledge of SQL.

Job Role Responsibilities

User Support and advice: 20%

* Provide high standard of customer service, ensuring that incidents, service requests, and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.

* Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.

* Ensure updates and job sheets are accurate and completed following each incident or service request.

* Aid the service team for technical design, implementation and support of customer incidents and projects.

* Create and maintain suitable customer infrastructure / service documentation.

* Work with problem mana...