TIEVA
Service Desk Engineer - 3rd Line
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Service Desk Engineer – 3rd Line
Location: Leeds
Salary: £32,000 – £35,000 per annum
Job Type: Permanent | Full Time | Onsite
Introduction
At TIEVA, we're not just another Managed Service Provider—we're a fast-growing, UK-based Hybrid IT provider helping organisations transform through secure, scalable and reliable technology solutions. Technology is at the heart of everything we do, but it's our people who make the difference. We pride ourselves on delivering exceptional customer service, investing in our employees, and creating an environment where collaboration, innovation and continuous improvement thrive.
As part of our Service Desk team, you'll work with modern Microsoft infrastructure, networking and cloud technologies while supporting a diverse range of business customers across multiple industries. You'll be joining a supportive team that values technical excellence, customer service and professional development.
The Role
As a 3rd Line Service Desk Engineer, you will act as technical escalation point for our Service Desk, resolving complex issues that cannot be solved by our 1st and 2nd Line Engineers.
Working within a fast-paced Managed Service Provider (MSP) environment, you'll support a wide variety of customer infrastructures, including on-premise, cloud and hybrid environments. You'll take ownership of technical incidents from initial investigation through to resolution, ensuring excellent customer service is maintained throughout.
Alongside day-to-day support, you'll work closely with our Proactive Teams, assist with customer upgrades and migrations, mentor junior engineers, and contribute to continual service improvements across the Service Desk.
Key Responsibilities
As part of this role, you will:
- Act as the technical escalation point for complex infrastructure and networking incidents.
- Diagnose and resolve issues relating to Microsoft Server, Microsoft 365, networking, virtualisation and backup technologies.
- Provide remote, telephone and occasional onsite support to customers within agreed Service Level Agreements (SLAs).
- Champion a phone-first approach by speaking with customers wherever possible, building trust through proactive communication, and achieving agreed XLA objectives to enhance the overall customer experience.
- Carry out detailed troubleshooting and root cause analysis to identify and permanently resolve recurring issues.
- Manage and resolve Major Incidents, ensuring customers receive clear and timely communication throughout.
- Support and maintain customer server, storage, networking and virtualisation environments.
- Work closely with internal teams including Projects, Networks and Security to deliver the best possible customer outcomes.
- Liaise with third-party vendors where required to resolve hardware and software issues.
- Maintain accurate technical documentation, customer records and knowledge base articles.
- Ensure service tickets are managed efficiently and progressed in line with agreed KPIs and SLAs.
- Identify opportunities to improve service delivery, automation and internal processes.
- Mentor and support 1st and 2nd Line Engineers, providing guidance on technical escalations and best practice.
- Deliver exceptional customer service through clear communication, ownership and professionalism.
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Technical Skills & Experience
We're looking for an experienced 3rd Line Engineer with a strong background supporting Microsoft technologies within an MSP environment.
You should be confident troubleshooting complex technical issues while providing excellent customer service and acting as a senior escalation point for the Service Desk.
Microsoft Infrastructure
Experience supporting and administering:
- Windows Server 2016, 2019 and 2022
- Active Directory
- Group Policy
- DNS & DHCP
- File & Print Services
- Remote Desktop Services (RDS)
- Microsoft 365
- Exchange Online
- SharePoint Online
- Microsoft Teams
- Microsoft Entra ID (Azure AD)
- Intune (desirable)
Virtualisation
Experience supporting:
- VMware vSphere / ESXi
- Microsoft Hyper-V
- Virtual machine management
- Host maintenance and troubleshooting
Networking
A good understanding of:
- TCP/IP
- Routing and Switching fundamentals
- VLANs
- VPN technologies
- DNS & DHCP
- Firewall configuration
- Wireless networking
- SD-WAN (desirable)
Experience working with technologies such as:
- Fortinet Firewalls
- Cisco
- HPE Aruba (desirable)
Cloud Services
Experience supporting:
- Microsoft 365
- Microsoft Azure Virtual Machines
- Hybrid cloud environments
Backup Solutions
Experience supporting:
- Veeam Backup & Replication
- Azure Backup
- Datto (desirable)
General Infrastructure
Experience supporting:
- Physical and virtual servers
- Storage solutions
- End-user devices
- Printers
- Remote access solutions
- Enterprise infrastructure environments
What You'll Bring
To be successful in this role you'll have:
- A minimum of 2–3 years' experience in a 2nd/3rd Line Support engineer role.
- Previous experience working within a Managed Service Provider (MSP).
- Strong troubleshooting and analytical skills across Microsoft infrastructure.
- Excellent communication skills, both written and verbal.
- The ability to explain technical issues clearly to non-technical users.
- Experience working within SLA-driven environments.
- Excellent organisational and documentation skills.
- The ability to prioritise multiple workloads effectively.
- A proactive approach to problem solving.
- Experience supporting and mentoring junior engineers.
- A commitment to continuous learning and professional development.
Desirable Certifications
Whilst certifications are not essential, the following would be advantageous:
- Microsoft Windows Server or Microsoft 365 certifications
- Microsoft Azure Fundamentals
- Cisco CCNA
- CompTIA Network+
- CompTIA Security+
- VMware certifications
- Fortinet FCP / NSE certifications
- ITIL Foundation
What Success Looks Like
Success in this role means:
- Delivering exceptional customer service and maintaining high customer satisfaction.
- Resolving complex technical incidents within agreed SLAs.
- Taking ownership of issues through to successful resolution.
- Producing accurate technical documentation and knowledge base articles.
- Supporting and developing junior engineers through mentoring and knowledge sharing.
- Identifying recurring issues and implementing long-term solutions.
- Contributing to continual service improvements across the Service Desk.
- Building trusted relationships with customers, colleagues and technology partners.
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The Person
We're looking for someone who:
- Has a customer-first approach.
- Enjoys solving technical challenges.
- Takes ownership and accountability for their work.
- Remains calm under pressure.
- Is organised and methodical.
- Has excellent communication skills.
- Works well both independently and as part of a team.
- Is proactive and always looking for ways to improve.
- Demonstrates professionalism, integrity and a positive attitude.
- Has a genuine passion for technology and infrastructure.
What You'll Get in Return
As an Investors in People Platinum organisation, we're committed to providing an outstanding experience for our people.
Time Off
- 25 days annual leave, increasing with service, plus UK Bank Holidays
- Birthday leave
- Enhanced maternity, paternity and adoption pay
- Paid jury service
- Compassionate and funeral leave
- Volunteering days
- Life Event Leave
Financial Benefits
- Company Pension Scheme
- Group Life Insurance
- Non-Sales Profit Share Scheme
- Holiday Purchase Scheme
- Electric Vehicle Salary Sacrifice Scheme
- Cycle to Work Scheme
- IT Equipment Purchase Loan
- £1,000 Refer a Friend Bonus
- Long Service Awards
- Retail Discount Scheme
- Pension Advice and Financial Planning Tools
Health & Wellbeing
- Private Healthcare
- Digital GP
- Employee Assistance Programme (24/7)
- Free Eye Tests
- Annual Flu Vaccinations
- Wellbeing Apps
- Gym and Wellbeing Contribution
- Wellbeing Discounts
- Free Fresh Fruit
- Onsite Yoga (Leeds Office)
Learning & Development
- Personal Development Plans
- Regular One-to-Ones
- Funded Technical Training
- Industry Accreditations
- Clear Career Progression Opportunities
Culture & Perks
- Staff Social Events
- Employee Recognition Awards
- Incentive Trips
- Flexible Working Arrangements (where appropriate)
- Free Company Apparel
- Investors in People Platinum Employer
Why Join TIEVA?
At TIEVA, you'll become part of a business that genuinely invests in its people. Whether you're looking to deepen your technical expertise, gain industry-recognised certifications or progress into more senior technical roles, we'll provide the support and opportunities to help you achieve your goals.
You'll work alongside experienced engineers, support a broad range of technologies and customers, and play a key role in delivering exceptional IT services. If you're passionate about technology, enjoy solving complex problems and want to be part of a collaborative, ambitious team, we'd love to hear from you.
Our Promise
If you have a disability or neurodiversity, we can provide support and reasonable adjustments throughout our recruitment process. Any information you share will be treated in the strictest confidence.
TIEVA is proud to be an inclusive employer. We welcome applications from people of all backgrounds and are committed to creating a diverse workplace where everyone has the opportunity to thrive.
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