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3rd Line Service Desk Engineer

3rd Line Service Desk Engineer


3rd Line Service Desk Engineer

Region : Gloucester, UK

Reports to : IT Service Desk Manager


The Role

To deliver an excellent technology focused support service to all clients and internal teams. You will be taking ownership of and managing problems, major Incidents, coaching/mentoring of junior engineers and escalations as required. There will also be a requirement for some involvement with the delivery of project work where you will act as an ambassador for the organization.

Duties and responsibilities

  • Provision of escalation support for colleagues and clients. These will typically be the higher priority and more technically challenging issues.
  • Taking ownership of these escalated issues and managing them through to resolution.
  • Take the technical lead on Major Incidents.
  • Assisting with delivery of project work and change management requests as required.
  • Provision of training, knowledge transfer, and documentation for clients and internal teams.
  • Keeping up to date with new technologies including relevant technical training and certifications as required by the business.
  • You will need to have the ability to present and articulate technical concepts to both internal teams and clients as appropriate.
  • Maintain the company IT network, ensuring that any item that any risks are highlighted or removed from the infrastructure.
  • Stand in for the Service Desk Manager in their absence.
  • Correctly log and update tickets with the required information relating to support requests
  • Manage own ticket queue and workload and schedule in an efficient manner.
  • Provide coaching on technical skills and processes to 2nd Line and 1st Line staff.
  • Highlight and complete proactive maintenance for support customers.
  • Always provide excellent and effective customer service.
  • Ensure that your timesheet is updated accurately and promptly.
  • Ensure all paperwork relating to finished work is accurately completed and submitted in a timely manner. 
  • Document and run IT outage drills.
  • Managing the change process for pre-approve emergency and planned requests.


Person Specification


  • Excellent problem-solving skills 
  • Excellent customer service skills and confidence on the phone and face to face.
  • Excellent written and technical communication skills.
  • Excellent attention to detail.
  • Highly organized with excellent time management skills, the ability to multi-task, and prioritize workload.
  • Able to follow and define processes and produce relevant documentation where required.
  • Willing to travel to customer locations as and when required.


  • Comprehensive knowledge and experience with the following technologies (with relevant certifications to support).
  • Microsoft Server and associated infrastructure technologies including Active Directory, Group Policy, DNS, DHCP etc.
  • Microsoft SQL Server (building, installing, upgrading and migrating).
  • Networking – WAN, LAN, Security, SSL, IP Routing, Switching.
  • VPNs, Router and Firewalls.
  • Desktop / client Operating Systems.
  • Office 365 (licensing, setup, migration).
  • Microsoft Exchange 2010, 2013, and 2016.
  • Virtualization technologies (ideally Hyper-V).
  • Antivirus and mail scanning technologies.
  • Remote Desktop Server / Virtual Desktop.
  • Cloud / offsite backup technologies (Windows Backup, Acronis, Veeam).

We are an equal opportunity employer and value diversity. All employment is decided based on qualifications, merit and business need.


Group Compliance

As part of the companies compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality, ISO14001 for Environmental and ISO27001 for Information Technology, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:

  • Compliance to all legislative and British Standard requirements.
  • Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required.
  • To maximise customer satisfaction with the services provided by the company.
  • Working to reduce, renew & recycle any waste on and off our sites including our offices.
  • To protect the environment and ensure use of toxic materials is avoided where possible.
  • Staff will work to a best safe practice and ensure that their actions do not cause harm unto themselves or others.
  • Staff will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others.
  • To ensure all minimum training requirements are met in compliance with the relevant ISO standards.
  • To ensure that any Information Technology ‘incidents’ are effectively reported and resolved in a timely fashion (internally or externally).
  • Always maintain clear desk and screen.
  • Compliance to ensure no deliberate breaches in security information and/ or systems.

Working conditions

The typical working environment will be an office location in Gloucester. The role requires that you will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours support contracts as defined by the Technology Service Delivery Manager.


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