Job Description IT Helpdesk Technician - Level 3 Newark, Full Time, Permanent 36,500 - 38,500 per annum (dependent on experience) Future Prospects Group are delighted to be working with our client, an award-winning business to recruit a IT Helpdesk Technician - Level 3 on a full-time, permanent basis. Based out of their Newark office, this role is the senior escalation authority for the helpdesk, offering an outstanding opportunity for an experienced technical engineer to solve complex infrastructure problems, spearhead root cause analysis, and mentor junior colleagues in a collaborative MSP environment. THE ROLE Your responsibilities as a IT Helpdesk Technician - Level 3 will include: Acting as the primary third-line escalation point for complex, sensitive, and high-priority incidents across IT and VoIP systems, taking full ownership through to resolution. Diagnosing and resolving advanced technical issues across Windows Server, Microsoft 365, Entra ID, networking, security, and endpoint management environments. Leading problem management for major and recurring incidents, conducting root cause analysis, and deploying permanent fixes via formal change control. Managing escalations with third-party vendors, carriers, and platform providers while ensuring all parties adhere to agreed service level agreements. Maintaining comprehensive and accurate ticket records within the PSA, ensuring complete time tracking, accurate client billing, and regular customer communication. ..... full job details .....