Tieva

Job Title: 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 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. 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 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 VMware vSphere / ESXi Microsoft Hyper V Virtual machine management Host maintenance and troubleshooting Networking 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 Microsoft 365 Microsoft Azure Virtual Machines Hybrid cloud environments Backup Solutions Veeam Backup & Replication Azure Backup Datto (desirable) General Infrastructure Physical and virtual servers Storage solutions End user devices Printers Remote access solutions Enterprise infrastructure environments What You'll Bring 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 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 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. The Person 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. . click apply for full job details

Tieva is seeking a Service Desk Engineer for 3rd Line support in Leeds. You will act as the escalation point for complex infrastructure issues, covering Microsoft Server, 365, networking and virtualization across on-premise, cloud and hybrid environments. The role emphasizes proactive communication and high-quality customer service within a fast-paced MSP setting. You'll work with Proactive Teams, upgrade projects, and mentor junior engineers while contributing to continual service improvements