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 activities

Key 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.