Job Title:  L3 Engineer / Team Lead
Reports to:  Managed Service Operations Manager
Business Unit:  Managed Services
Location:  Ergo HQ / Customer Site (City Centre)

Overview of Role   

• L3 Engineer with Team Lead experience
• The role requires onsite presence at the customer's main office, although there may be flexibility for blended working, in line with the customer’s policies.
• There will be a Team Lead responsible for managing ticket assignments, reporting on service trends, and ensuring service requests are resolved efficiently.
• Liaising with customers IT department.

Key Role Responsibilities   

• Triaging and prioritising all incoming IT requests and issues within the agreed SLA.
• Escalation point for  Level 1 & 2 Engineers.

Team Lead Specific Responsibilities:

• Managing ticket distribution and assignments.
• On boarding and training new or temporary resources.
• Reporting on ticket trends and service desk compliance.
• Following ITIL principles for incident management and root cause analysis.
• Managing shift schedules and escalations when necessary.

 
Education, Qualifications and Skills   

• Minimum of 3 years of L3 experience
• Recognised qualifications in M365 (such as MS 100/101).
• Additional relevant qualifications (Microsoft, CompTIA, etc.), with M365, Azure, and Intune being advantageous.
• Strong knowledge of MS Intune.
• Adherence to ITIL principles for incident and problem management.
• Experience in shift management and leading service desk teams.