3rd line Service Desk Engineer

Posted: 15th Sep 2023
Atlas Cloud are seeking a highly motivated 3rd line Service Desk Engineer to join our vibrant Service Desk team. Experience in technical support escalation is essential.

The Role

Job title:

3rd line Service Desk Engineer

Reports to:

Service and Operations Manager


Newcastle upon Tyne




Depending on experience

The Package

  • Competitive salary
  • Company pension
  • Unlimited annual leave
  • A flexible working approach
  • Perkbox membership
  • Access to online private GP healthcare

Job Summary

The primary purpose of this role is to provide a final point of escalation and act as a source of experience and technical expertise to the Atlas Cloud Service Desk. The role will be focused on the technical resolution of tickets, building technical process and procedures to improve overall service responsiveness and efficiency, working closely with and reporting our ‘Project and Service Operations Manager’. The successful individual will possess a broad range of technical skills spanning both on-premise and cloud technologies, alongside possessing excellent communication and customer service skills. This is a highly technical role with a requirement to be office-based Monday to Friday 9am – 5:30pm.


  • Providing guidance to Service Desk staff on ticket resolution.
  • Formalising and adding process and procedure to BAU Service Desk functionality.
  • Ensuring technical processes and procedures are adhered to in ticket resolution.
  • Escalation for 2nd line Technical Engineers.
  • Resolving 3rd Line Tickets.
  • Performing Service Desk duties when required.
  • Contributing to a technical knowledge base.
  • Providing feedback to the Project and Service Operations Manager on all technical aspects of service desk.
  • Escalation to Infrastructure Manager when required.
  • Escalation to Security and Network Manager for any critical or security incidents.
  • Providing support to implementations team when required


  • Meeting individual objectives set by Service and Operations Manager.


Knowledge, Skills and Experience:
  • A minimum of 5 years experience working in an IT environment.
  • A minimum of 3 years experience in a support/technical escalation role (2nd or 3rd line).
  • Mentoring junior members of the team and facilitating their technical development.
  • Strong communication skills
  • Self motivation and organization skills
  • Determination to progress and develop technical knowledge
Technology Familiarity: The successful individual would rate their knowledge medium to high in the following technical areas:
  • MS Windows Server: Active Directory, DNS, DHCP, Group Policy & Certificate Services.
  • Storage: FileServers, Shares, NTFS Permissions.
  • Citrix: Virtual Desktop and Apps, XenApp/Desktop, Netscaler.
  • MS SQL Server: DB Troubleshooting, Backup and Restore.
  • VMWare: ESX 6.7 Hosts, iSCSI Storage connectivity, Virtual Machines.
  • MS Office365 Admin: Exchange Admin, AAD, SharePoint Admin
  • Backup and Restore: Veeam, Zerto, Volume Shadow Copies
Desirable but not essential skills: Experience working in a MSP Environment

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Atlas Cloud is a leading managed service provider of complex IT solutions. We are a fast growing scale-up business with a 53% growth rate, on average, for the last 3 years.

Our business

We’re on a mission to “enable great work from anywhere” and have built a decade’s worth of experience that will be valuable to organisations of all sizes as part of their COVID-19 recovery.

Our current customers and partners span across the UK and Ireland. We are a cloud managed service provider delivering from both a private managed cloud environment and Microsoft Azure, with a subscription-based business model that enables our customers to consume complex IT services on pay per user per month. Our primary solution is DaaS plus complimentary security and productivity solutions, with a public cloud first bias helping us deliver the future of work.

Our Culture and Values

Our core values are to invest in our people and our product offerings, to innovate and stay ahead of our competitors, to continually improve our systems, to care for our customers and each other and to work with passion and precision.

Collaboration is the core of our business. We have an open culture where everyone has the ability to contribute ideas and solutions to accelerate the company growth and improve our operations. Atlas Cloud is a vibrant and fun place to work with an open plan, modern city centre office. Regular social events and a Friday beer fridge provide plenty of opportunity to blow off some steam.

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