Location
Central London - Hybrid (3 days office / 2 days working from home)

Hours
Full-Time, Permanent

Salary
Up to £40,000 per annum

About the Role
We are partnering with an established organisation to strengthen its IT support function by adding a 3rd Line Service Desk Engineer. This is a people-focused technical support role for someone who takes pride in delivering a high level of service and enjoys being the go-to person for complex IT issues. You will act as a senior escalation point within the Service Desk, handling more complex incidents while supporting and developing the wider team.
There is also the opportunity to contribute to process improvements, introduce better ways of working, and support a varied user base across the organisation.

Key Responsibilities
- Provide 2nd and 3rd line support across a wide range of IT issues
- Act as an escalation point for complex incidents and requests
- Support users across Windows, Microsoft 365, Teams, and mobile devices
- Administer Active Directory, Azure, and Intune
- Diagnose and resolve desktop, hardware, and software issues
- Manage and prioritise tickets in line with agreed SLAs
- Mentor and support junior Service Desk team members
- Help improve Service Desk processes, documentation, and knowledge sharing
- Support IT rollouts, upgrades, and wider technology projects
- Provide technical support for occasional events and key business activities

Experience
- Strong experience within a Service Desk or IT Support environment
- 2nd/3rd line technical support experience
- Proficient with Windows and Microsoft 365
- Experience with Active Directory and Group Policy
- Knowledge of Azure and Intune
- Desktop hardware and troubleshooting skills
- Experience working within a structured ITIL / Service Management environment
- Strong customer service and communication skills
- Confident working with users at all levels
- A proactive approach with a genuine interest in technical development
- Experience with Sophos, SCCM, PowerShell, Jira Service Desk, Mitel or similar technologies is advantageous

About you
You are a technically skilled professional who enjoys working with people as much as technology. You take pride in delivering excellent service and are keen to support and develop your team. You are proactive, communicative, and eager to contribute to continuous improvement within the IT support function.

Qualifications
Relevant IT certifications or qualifications are desirable but not essential. A strong technical background and a willingness to learn and develop professionally are key.