3rd Level Support Engineer

We are currently seeking a 3rd Line Support Engineer to join our close-knit team at a reputable law firm based in Central London. You will be carrying out escalated support and project work.

Role Overview:

• Position: 3rd Line Support Engineer
• Location: Central London (hybrid work arrangement, 3 days a week in the office)
• Team Size: You’ll be part of a team of 6 dedicated professionals supporting around 175 end users.

Responsibilities:

• Provide advanced technical support to service desk engineers.
• Handle escalated, complex issues and ensure timely resolution.
• Monitor service desk performance metrics and customer satisfaction levels.
• Collaborate with internal teams to maintain a high degree of client service.

Requirements:

• At least 7+ years’ experience in a commercial IT Support environment, preferably within an MSP (Managed Service Provider).
• General Windows, Azure, Office 365 skills
• Strong understanding of IT infrastructure, networking, and cloud technologies.
• Excellent problem-solving skills and ability to work well under pressure.
• Passion for delivering exceptional customer service.

Why Join Us?

• Work in a fantastic, supportive environment.
• Opportunity for career progression.
• Be part of a team that genuinely cares about the non-profit organizations we support.