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3rd Line Service Desk Engineer (JO936)

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3rd Line Service Desk Engineer




Our client is seeking a skilled and experienced individual to fill the position of a 3rd Line Service Desk Engineer. As a 3rd Line Service Desk Engineer, you will be responsible for providing technical support to both remote and onsite customers who have a managed service contract. Additionally, you will be supporting 1st and 2nd line service desk engineers as needed.

In this role, you will be tasked with maintaining excellent relationships with the company’s valued customers, delivering top-notch customer service, and adhering to service management principles.​



  • Offer senior technical support and serve as an escalation point for 1st and 2nd line engineers
  • Provide coaching to enhance the service desk team’s technical skills and processes
  • Collaborate with Project Managers on 3rd line infrastructure projects, ensuring timely completion within budget
  • Meet with customers to understand their strategies and develop tailored IT solutions with Technical/Solutions Architect
  • Maintain a service desk SLA achievement rate of 95% or above
  • Ensure stability of IT networks by identifying and addressing potential risks
  • Efficiently handle incoming calls, tickets, and emails, ensuring proper documentation and timely resolution of support requests
  • Manage ticket queue and workload effectively, updating time sheets promptly and performing scheduled small works within agreed customer timeframes

Skills/ Experience:

  • Previous experience in a managed service provider or similar IT support environment, with expertise in various technical areas
  • Proficient in handling IT infrastructure projects, including planning, installation, and documentation
  • Demonstrated strong communication skills, both written and verbal, in face-to-face and remote interactions
  • At least one formal IT qualification, preferably at a higher education level or above
  • Minimum of one Microsoft product certification (e.g., MCSA)
  • Minimum of one Network certification (e.g., CCNA)
  • Solid knowledge of major networking components, including networking operating systems, basic configuration and maintenance, switches, routers, and firewalls
  • Experience in backup configuration and maintenance
  • Proficient in troubleshooting Microsoft environments
  • Willingness to learn new skills in a fast-paced environment
  • Full UK driving license

All roles are offered subject to security screening, DBS Enhanced and PNC checks



  • 25 days holiday plus BH’s with the opportunity to buy or sell up to an additional 5 days
  • Salary Exchange Pension Scheme
  • Healthcare Cash Plan
  • Life Insurance- 4 times annual salary
  • Employee Assistance Programme
  • Access to 24/7 GP helpline and online GP surgery
  • Access to discounts from 1000s of retailers through PERKS
  • Personal accident protection
  • Enhanced maternity and paternity pay
  • Enhanced paternity leave
  • Long Service Awards
  • Cycle to work scheme
  • Voluntary critical illness cover for yourself and partner

GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk, Cyber, Java, C#, Python and Development.

We manage Tech jobs in Gloucestershire and the Southwest including Cheltenham, Gloucester, Worcester, Tewkesbury, Cirencester, and Bristol.

Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We work to the highest possible standards for our candidates and clients.