Level 3 Service Desk Engineer

About Us

Our own success has always been driven by that of our customers. We’ve made it our mission, to provide successful cost-effective outcomes through the best available team of experts — the Emerging IT Family. Our team prides itself on delivering a transparent service grounded in freedom, flexibility and security. Our unique ‘no-lock-in contracts’ policy is a testament to this.

About the role

We are seeking a highly motivated Level 3 Service Desk Engineer to join our dynamic team. As a Level 3 Service Desk Engineer you will work within the Service Desk to resolve tickets and provide mentoring for technicians across the other business units. You must be able to work well in a tight-knit team and follow operational processes, communicate with stakeholders regarding deliverables and deadlines. 

Responsibilities

• Provide expert-level technical support and troubleshooting for complex IT issues across hardware, software and network systems
• Collaborate with Level 1 and Level 2 technicians to resolve escalated tickets, ensuring efficient and timely resolution
• Analyse, diagnose and resolve advanced issues and problem tickets
• Act as a subject matter expert for IT systems, applications, and tools
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures
• Stay up-to-date with industry trends and emerging technologies to make recommendations for process improvement.

Required Skills

• 7+ years experience in IT / MSP environment
• Excellent written/verbal communication
• Sound organisational skills with problem-solving ability
• Ability to resolve complex issues and develop solutions quickly
• Industry certifications in enterprise infrastructure support (such as MCSA, MCSE, CCNA, CCNP, ITIL4, Azure Engineer/Architect)
• ITIL v4 Foundation experience/understanding
• Cloud: M365, Azure
• Virtualisation: VMWare, Hyper V
• Networking: Aruba, Cisco / Meraki
• Firewall & Security: Aruba, Cisco, Sophos
• Microsoft: Server, Active Directory, SQL.

Why Emerging IT

• Competitive salary package
• Opportunities for professional development and certifications
• Collaborative and innovative work environment
• Exposure to cutting-edge technologies and projects
• A chance to make a significant impact on our clients' success
• Barrister coffee, refreshments
• Games room, corporate games, table tennis & bowling tournaments
• Flexible working arrangements