IT Helpdesk Technician

Job description

Job Description

IT Helpdesk Technician - Level 3
Newark, Full Time, Permanent
£36,500 - £38,500 per annum (dependent on experience)

Future Prospects Group are delighted to be working with our client, an award-winning business to recruit a IT Helpdesk Technician - Level 3 on a full-time, permanent basis.

Based out of their Newark office, this role is the senior escalation authority for the helpdesk, offering an outstanding opportunity for an experienced technical engineer to solve complex infrastructure problems, spearhead root cause analysis, and mentor junior colleagues in a collaborative MSP environment.

THE ROLE

Your responsibilities as a IT Helpdesk Technician - Level 3 will include:

• Acting as the primary third-line escalation point for complex, sensitive, and high-priority incidents across IT and VoIP systems, taking full ownership through to resolution.
• Diagnosing and resolving advanced technical issues across Windows Server, Microsoft 365, Entra ID, networking, security, and endpoint management environments.
• Leading problem management for major and recurring incidents, conducting root cause analysis, and deploying permanent fixes via formal change control.
• Managing escalations with third-party vendors, carriers, and platform providers while ensuring all parties adhere to agreed service level agreements.
• Maintaining comprehensive and accurate ticket records within the PSA, ensuring complete time tracking, accurate client billing, and regular customer communication.
• Serving as the senior technical mentor for first- and second-line team members, providing guidance and coaching on complex tickets to build internal capability.
• Authoring and updating technical knowledge base articles, standard operating procedures, and customer infrastructure documentation.
• Executing remote configuration changes and minor project implementations, such as Microsoft 365 and Intune rollouts, firewall modifications, and server updates.

THE CANDIDATE

The ideal IT Helpdesk Technician - Level 3 will be able to demonstrate the following key skills and experience:

• Substantial third-line IT support experience acting as the final technical escalation point, specifically within an MSP environment supporting multiple client estates.
• In-depth technical knowledge of Windows Server (2019/2022/2025), Active Directory, Entra ID, and hybrid identity synchronisation.
• Strong hands-on administration and deployment skills across the Microsoft 365 suite, Intune, Defender for Business, and Conditional Access.
• Proven expertise in design-level configuration and troubleshooting for firewalls, routers, managed switches, VLANs, and site-to-site VPNs.
• Practical experience utilising modern PSA and RMM platforms such as Autotask, ConnectWise, Datto RMM, or NinjaOne, alongside robust backup and disaster recovery solutions.
• Excellent diagn...

Extra information

Status

Open

Education Level

Secondary School

Location

Newark on Trent

Type of Contract

Full-time jobs

Published at

03-11-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English