L3 Service Desk Engineer

About the Role

We are seeking an experienced

L3 Service Desk Engineer to provide advanced technical support, complex troubleshooting, and root-cause analysis across Microsoft 365, identity and access management, endpoint environments, and remote access technologies.

Building on the technical foundations of an L2 Engineer, this role requires a higher level of technical expertise, independent problem-solving, and the ability to resolve complex issues across multiple systems. You will take ownership of escalated incidents, implement approved changes, develop technical documentation, and support continuous service improvement while delivering an exceptional client experience.

About the Client

You will be working with an established managed IT services provider supporting a diverse portfolio of organisations across public-sector, community services, and commercial environments. The organisation emphasises service quality, information security, ITIL-aligned practices, and reliable technical support, with a strong focus on client satisfaction and operational excellence.

Ideal Profile

• Experience and technical expertise

At least three years of experience in IT service desk or managed IT services environments, with substantial hands-on experience resolving complex L2 issues and handling L3 escalations.

Strong administration and troubleshooting expertise across Microsoft 365, including Entra ID, Exchange Online, Intune, Teams, and SharePoint.

Advanced knowledge of Windows 10 and 11, Active Directory, Group Policy, endpoint management, and remote support technologies.

Experience diagnosing cross-system issues, identifying root causes, assessing technical risks, and implementing approved changes.

• Advanced troubleshooting and infrastructure

Ability to investigate complex identity, authentication, email delivery, Conditional Access, endpoint compliance, network connectivity, VPN, and remote access issues.

Understanding of security incidents, infrastructure dependencies, and escalation procedures for privileged or infrastructure-wide changes.

Experience with Citrix, virtual desktop environments, and enterprise IT management tools is advantageous.

• Certifications and tools

Microsoft 365 Fundamentals (MS-900) certification.

Additional certifications such as MD-102, MS-102, SC-300, AZ-104, SC-900, or AZ-900 are advantageous.

Familiarity with IT service management platforms, remote monitoring and management tools, and knowledge management systems.

• Communication and professional capabilities

Excellent written and spoken English, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders.

Strong analytical thinking, sound technical judgement, and a proactive approach to problem resolution.

Demonstrated ability to manage competing priorities, communicate progress effectively, and maintain accurate technical documentation.

A commitment to information security, confidentiality, service quality, and continuous improvement.

Ability to mentor junior engineers and share technical knowledge across the team.

Responsibilities

• Advanced Technical Support and Troubleshooting
• Resolve complex technical incidents and service requests that exceed standard L2 troubleshooting procedures.
• Conduct detailed root-cause analysis across Microsoft 365, identity, email, endpoint, and remote access environments.
• Investigate recurring technical issues and implement sustainable solutions to minimise repeat incidents.
• Diagnose complex authentication, Conditional Access, Intune compliance, Exchange Online mail-flow, and SharePoint permission issues.
• Recognise issues requiring specialist intervention, particularly those involving privileged access, security incidents, or infrastructure-wide changes.
• Microsoft 365 and Identity Management
• Administer and troubleshoot Entra ID, Exchange Online, Intune, Teams, SharePoint, OneDrive, and related Microsoft 365 services.
• Investigate advanced access, authentication, mailbox, collaboration, and device compliance issues.
• Review identity policies, permissions, and configurations to identify technical inconsistencies and recommend appropriate corrective actions.
• Support secure account administration and ensure access-related changes follow approved procedures.
• Endpoint, Network and Remote Access Support
• Diagnose complex Windows endpoint performance, configuration, and compliance issues.
• Investigate VPN connectivity, Citrix sessions, remote access faults, and related application issues.
• Analyse device and application behaviour to determine underlying causes and recommend effective resolutions.
• Coordinate with infrastructure and specialist teams when issues extend beyond the service desk's authorised scope.
• Incident, Request and Change Management
• Take ownership of assigned incidents and service requests, ensuring accurate prioritisation, timely updates, and resolution within agreed service levels.
• Assess technical risks and perform authorised changes in accordance with established change management procedures.
• Maintain clear communication with clients throughout the resolution process, explaining findings, next steps, and expected outcomes.
• Escalate high-impact incidents promptly and provide comprehensive technical findings to specialist teams.
• Identify recurring incidents and contribute to problem management and service improvement initiatives.
• Documentation and Knowledge Sharing
• Create and maintain detailed technical documentation, troubleshooting procedures, and knowledge base articles.
• Record investigation steps, root causes, corrective actions, and validation results for complex incidents.
• Improve existing support procedures based on lessons learned and recurring technical patterns.
• Coach L1 and L2 engineers, provide technical guidance, and support the development of team capabilities.