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, A