Total IT Technology Solutions Ltd
3rd Line Service Desk Engineer
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Company Profile
Total IT is an award-winning technology services company based in Bedford. Total IT has been going since 2006 with an established growth record, fantastic clients, and an excellent working environment. Committed to delivering high touch IT support, our aim is to provide the highest levels of service coupled with a great working environment. We manage technology for companies in the property management sector, predominantly skyscrapers.
Experience
You will be a 3rd line service desk engineer working on our Central Service desk. The service desks are managed by our Service Desk Manager.
Your role will be to provide 3rd line technical support to some of our key clients. To maintain a high degree of client service, ensuring responses are accurate. As the ultimate escalation point for our 2nd line team, you will be required to take escalations, understand the problem, resolve, and perform root cause analysis.
Qualified to at least one of the following:
- Microsoft 365 Certified Endpoint Administrator Associate
- Microsoft 365 Certified Administrator Expert
- Microsoft 365 Teams Administrator Associate
- Microsoft 365 Certified Messaging Administrator Associate
- Microsoft 365 Certified Modern Desktop Administrator Associate
- Microsoft 365 Certified Teams Support Engineer Specialty
Overall, responsible for the progression and effective resolution of all support cases received in accordance with our SLA’s and KPI’s and managing client accounts from a technical perspective.
Technical Skills Required
Windows Desktop (10,11),
- Troubleshooting experience to an expert level
- Advanced Windows 10/11 Desktop Administration
- Application and OS deployment
Windows Server (2012 R2, 2016, 2019, 2022, Hyper V)
- Troubleshooting and experience to an expert level
- Expert knowledge of Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFA Server and SSO
- Backup configuration
Microsoft 365
- Expert knowledge of Microsoft 365 administration
- Expert in SharePoint online and teams' online administration
- Strong understanding and capability using PowerShell relating to Microsoft 365 services and Azure AD. Ability to automate and standardise configurations by script
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Networking
- High level understanding of networking and troubleshooting
- Deep understanding of IP addresses, DNS, and what makes up an IT network
- Diagnosing internet connection issues
- Diagnosing Network issues and performing Network site surveys
Site visits and monthly planned visits to key clients.
- Monthly visits to key client sites help maintain strong working relationships, ensure services remain aligned with business needs, provide opportunities for proactive issue management, and support continuous improvement in customer satisfaction and service delivery.
Client Surveys
- Site surveys for a range of technology applications across client sites as and when required
The Candidate
You will be a dedicated and experienced IT Support engineer with 3+ years’ experience ideally working for an MSP. Over the next 12 months, we expect you to:
- Exceed our SLAs and ensure our 30 minute call back guarantee is maintained
- Achieve consistent 5 star on all Customer satisfaction surveys
- Take ownership of technical escalation and escalate to manufacturers support when required
- Follow established escalation process for critical or high priority issues as identified onsite
- Contribute to and improve internal knowledgebase, assets
- Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution
- Be able to work under pressure
- Have a flexible working attitude
- To be reliable and honest
- Produce and keep up to date documentation on client’s systems
- Produce and keep up to date documentation on our internal systems
- Floor walk and assist the 2nd line team
- Produce weekly playbooks and report to senior management team
- Be proactive
- Mentor our 2nd line engineers
Company benefits
- 30 Days annual leave (including bank holidays) plus 1 day, 2 weeks either side of your Birthday
- Private Healthcare including 24hr GP Service, In-patient/Out-patient care, Therapies cover & Advanced Cancer Care cover
- Mental Health & Wellbeing programmes
- Audio, Optical & Dental cover
- Reward Programme with an estimate value of £1,750 per year
- Great working environment with friendly team
- Contributory pension scheme
- Receive up to 10 days of relevant training per year
- A tailored professional and personal development plan
- High performance computers for all employees
- Work in a modern environment, we have break out areas for those quiet times
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Our recruitment process
Stage 1: HR screening call (10–15 minutes) with the HR Manager
Stage 2: Interview with the Service Desk Manager
Stage 3: Short technical assessment and Face to Face interview with the Service Desk Manager
Final Stage: Offer letter and agreed start date — welcome to Total IT
Why work at Total IT
A recent team survey gives you an insight into the work life here at Total IT:
"Great people", "The atmosphere makes me want to come into work each day!"
Joining us on a technical role, expect a warm welcome, and to be treated fairly and professionally with top-up training to help you meet your own goals.
Pay: £42,000.00-£45,000.00 per year
Benefits:
- Company events
- Private dental insurance
- Private medical insurance
- Referral programme
Application question(s):
- Do you have the right to work in the UK and, if applicable, what type of visa do you currently hold, including its expiry date? Please note that Total IT Ltd is not providing visa sponsorship for this position. Would this be suitable
- How many years of experience do you have in 3rd Line Support, and of those, how many years have been within an MSP (Managed Service Provider) environment?
- Please note that the role is a full time job based in our London office. Would the location and commute be suitable for you?
Work Location: In person
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