3rd Line Service Desk Engineer

Air IT Limited; Metropolitan Borough of Solihull; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading IT services provider in the UK is seeking a 3rd Line Service Desk Engineer to join their Centre of Excellence – North team. The role involves resolving complex IT issues, managing incidents, and collaborating with 1st and 2nd line colleagues. Candidates should have strong knowledge in server OS, cloud environments, and excellent customer communication skills. Join a supportive team with hybrid working options and various employee perks, including additional days off for important occasions.

Benefits

Hybrid working options

25 days’ annual leave plus bank holidays

Ongoing learning and development opportunities

Cycle to Work scheme and technology vouchers

Enhanced family leave

Celebration Day – an additional day off each year

Salary sacrifice pension

Two paid volunteer days

Company social events and competitions

Discount and cashback scheme

Group Income Protection

Life Insurance

EAP and Virtual GP Service

Qualifications

• Proven experience in a similar role.
• Strong customer communication skills.

Responsibilities

• Work on incidents and service requests.
• Provide technical peer review/approval for IT changes.
• Support project activities and tasks.
• Deliver 'lunch & learn' training sessions.
• Perform in-depth troubleshooting and root cause analysis.
• Collaborate with vendors and mentor colleagues.
• Valid driving licence required.

Skills

Strong knowledge of server OS (Windows, Linux)

Virtualisation (VMware, Hyper-V)

Cloud (Azure, AWS)

Microsoft Azure Active Directory / Microsoft Entra ID

Active Directory Domain Services configuration

Microsoft Intune deployment and management

Microsoft Exchange administration and migration

Strong network infrastructure knowledge

Excellent customer service and communication

Education

Relevant IT qualifications (e.g., Microsoft, CCNA)

Job description

We’re looking for a 3rd Line Service Desk Engineer to join our team. We understand that not everyone will meet 100% of the requirements—if your current skill set covers the majority, we encourage you to apply.

The Role

As a 3rd Line Engineer, you’ll be part of our Centre of Excellence – North 3rd line support team, working within a team of eight engineers. You’ll proactively resolve complex IT issues requiring deep expertise across infrastructure, networks, servers, and cloud environments.

What you’ll do

• Incident & Request Management: Work on incidents and service requests.
• Change Management: Provide technical peer review/approval for IT changes and raise change requests when required.
• Project Support: Occasionally support project activities and tasks.
• Technical Training: Deliver quick “lunch & learn” sessions to the Service Desk once every 8 weeks.
• Problem Management: Perform in-depth troubleshooting and root cause analysis for major incidents, implement long‑term fixes, and create technical documentation.
• Collaboration & Mentoring: Collaborate with vendors and mentor 1st and 2nd line colleagues; work closely with other technical specialists in the department.
• Other: A valid driving licence is required.

About You

You’ll bring proven experience in a similar role, plus strong technical breadth and excellent customer communication. Specifically, we’re looking for:

• Platforms & Cloud: Strong knowledge of server OS (Windows, Linux), virtualisation (VMware, Hyper‑V), and cloud (Azure, AWS).
• Identity & Directory: Expertise in Microsoft Azure Active Directory / Microsoft Entra ID and Active Directory Domain Services configuration.
• Endpoint Management: Microsoft Intune deployment and management experience.
• Messaging: Microsoft Exchange administration and migration (on‑prem and M365).
• Networking: Strong network infrastructure knowledge, including Sophos and SonicWall firewalls; high‑level understanding of LAN to multi‑VLAN topologies; protocols such as VPN, TCP/IP, DNS, DHCP.
• Professional Skills: Excellent customer service and communication. Relevant IT qualifications (e.g., Microsoft, CCNA).

What’s in it for you

Joining our team comes with great perks and a supportive culture:

• Hybrid working options for a better work–life balance
• 25 days’ annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to Work scheme and technology vouchers
• Enhanced family leave
• Celebration Day – an additional day off each year to mark an occasion important to you
• Salary sacrifice pension
• Two paid volunteer days to support causes you care about
• Company social events and competitions
• Discount and cashback scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Why Join Us?

You’ll be part of a team that thrives on providing world‑class service to customers and values work–life balance. We believe in an inclusive, supportive environment where we grow together. This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation—contributing to the success of a thriving company.