Service Desk Technician (3rd Line)
Role Overview
Kogo is a managed service provider delivering IT support and cybersecurity services to small and medium businesses across the South East.
The 3rd Line Service Desk Technician is the final escalation point for complex incidents and service requests and contributes to service improvement.
Key Skills for This Role
Full Job Posting
Workplace and schedule
- This is an office-based role, five days a week, with work location stated as in person.
- The role includes an on-call rota for out-of-hours support and may require occasional travel to customer sites.
Role overview
Kogo is a managed service provider delivering IT support and cybersecurity services to small and medium businesses across the South East.
The 3rd Line Service Desk Technician is the final escalation point for complex incidents and service requests and contributes to service improvement.
Responsibilities
- Resolve escalated incidents across infrastructure, networking, cloud and on-premise environments; own major incidents through resolution.
- Support Microsoft 365, Azure, Windows Server and related systems.
- Mentor junior engineers and work with the Service Desk Manager to improve service processes.
- Communicate with clients, liaise with vendors and maintain technical documentation.
- Participate in on-call support, attend customer sites where needed, investigate recurring problems and assist with project delivery.
Technical environment
- Systems include Windows desktop, limited macOS support, Windows Server, Microsoft 365, Exchange Online, SharePoint, Teams and Azure.
- Other technologies include Active Directory, Group Policy, DNS, DHCP, DrayTek, WatchGuard, UniFi, Hyper-V, backup solutions, endpoint security and MSP tooling.
Skills and experience
- At least 5 years of MSP experience is mandatory.
- Required experience includes complex escalations, cloud and on-premise infrastructure, Microsoft 365, Azure and networking.
- Candidates need strong troubleshooting and root cause analysis, ownership, communication and mentoring skills.
Desirable certifications
- Desirable certifications or equivalent experience include Microsoft 365 Endpoint Administrator, Azure Administrator, Identity and Access Administrator, Security Operations Analyst and WatchGuard Network Security Essentials.
Pay and benefits
- Pay is listed as £44,000–£50,000 per year.
- Benefits listed include bereavement leave, company events, company pension, free and on-site parking, and sick pay.
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