Tier 3 Service Desk Technician

Tier 3 Service Desk Technician
Oldbury
Hybrid Working model after 6-month period
£30,000 to £35,000 (negotiable depending on experience)
Permanent Opportunity

The Role
As a Tier 3 Service Desk Technician, you will act as an escalation point for complex technical issues that cannot be resolved by Tiers 1 and 2. You will troubleshoot, diagnose, and resolve high-level infrastructure, network, and software problems while contributing to project work and system improvements.
What We Offer / Benefits:
Holidays: 20 days annual leave + bank holidays + 3 extra days at Christmas
Flexible working: After 6-month probation, hybrid working (3 days in office, 2 days from home)
Pension scheme
Career progression opportunities: Technical team of eighteen with pathways to advance into field engineering, and specialist roles.
Company socials: Team activities such as go-karting, NQ64 gaming bar nights, charity quiz nights, Christmas parties.
Football industry exposure: Investment in football clubs, early access to cutting-edge VR, digital displays, tills, hospitality, venue technology etc.
West Bromwich hospitality box access for employees.
Community and Charity Involvement
Opportunities for professional development and certifications
Supportive and friendly working environment
Modern office in Oldbury with on-site parking, hybrid working model after probationary period
Company events and team-building activitiesKey Responsibilities
Provide advanced technical support across a range of technologies (servers, networking, cloud platforms)
Take ownership of escalated tickets, ensuring timely resolution and excellent customer service
Monitor system performance and security, proactively resolving potential issues
Assist with project planning and implementation (e.g., migrations, rollouts, upgrades)
Create and maintain documentation for systems, processes, and solutions
Collaborate with internal teams and third-party vendors to support service delivery
Mentor and support junior service desk technicians
Be flexible to attend match day on site response as and when required, paid at time and a half.Requirements
Proven experience in a Tier 3 IT support role
Strong knowledge of Microsoft technologies, including Office 365, Azure, Windows Server, and Active Directory
Networking expertise (TCP/IP, DNS, DHCP, VPN, firewalls)
Experience with virtualisation platforms (Hyper-V, VMware)
Familiarity with backup solutions, cybersecurity tools, and remote management systems
Excellent communication and problem-solving skills
Proven experience in an MSP environment is essential.
Strong technical troubleshooting skills.
Experience in networking and infrastructure support.
Proficiency with Windows Server, Active Directory, Office 365, and Microsoft Exchange.
Experience with virtualisation technologies such as VMware or Hyper-V.
Knowledge of firewalls, routers, and switches.
Experience with remote monitoring and management (RMM) tools.
Familiarity with backup and disaster recovery solutions.
Ability to work independently and as part of a team.
A proactive and customer-focused approach.
Flexible to attend match day on site response, which will be paid at time and a half.If you are a highly skilled IT professional looking for your next challenge in a dynamic environment, we would love to hear from you. Please make sure before applying that you are able to get to the Oldbury area and will commit to the commute for the days where you will be required to be office based.
Please apply with your most up to date CV to be considered