3rd Line Support Engineer

Are you an experienced Technical Services Engineer ready to take your career to the next level? Our client is on the lookout for a passionate and skilled Level 3 Technical Services Engineer to join their vibrant Technical Services team! If you thrive in a fast-paced environment and are driven by the desire to deliver exceptional customer service, we want to hear from you!

Role Overview
In this exciting senior role, you will handle complex support tickets escalated from 1st and 2nd line engineers, performing advanced troubleshooting and resolving a wide range of technical issues.

Key Responsibilities

• Manage complex incident and problem tickets escalated from junior engineers.
• Deliver advanced troubleshooting and root cause analysis for hardware, software, server, and network-related issues.
• Serve as a senior point of contact within the service desk, mentoring and guiding junior engineers and apprentices.
• Maintain clear, detailed technical documentation and contribute to the knowledge base.
• Communicate with clients to provide updates and explanations on ticket resolution progress.
• Champion service desk efficiencies and support process improvements.
• Ensure adherence to internal SLAs and compliance with industry best practises.
• Assist the team in meeting service desk KPIs by managing ticket volumes and ensuring timely issue resolution.

Key Relationships

• Technical Services Team
• Head of Technical Services
• Clients and End Users

Essential Skills & Knowledge

• Proven experience in a senior or 3rd line IT support role, ideally within an MSP environment.
• Advanced knowledge of Microsoft Windows Server platforms.
• Proficiency with Active Directory, Group Policy, DNS, DHCP, and general domain infrastructure.
• Strong experience with Microsoft 365 (Exchange Online, SharePoint, EntraID/Azure AD).
• Familiarity with virtualization technologies such as VMware ESXi and Microsoft Hyper-V.
• Confident in managing firewalls and understanding network security best practises.
• Skilled in backup solutions and disaster recovery planning.
• Excellent problem-solving, diagnostic, and communication skills.
• Comfortable working independently and managing escalations with minimal supervision.
• Exposure to Azure AD Conditional Access, Intune, or Defender for Endpoint.
• Minimum of 5 years in technical support, with at least 2 years in a 3rd Line/senior support capacity, ideally in an MSP environment.
• Understanding of cybersecurity principles.

Desirable Qualifications

• Bachelor's degree in Computer Science, IT, or related discipline.
• ITIL Foundation or knowledge of ITSM best practises.
• Experience with vendors such as Ubiquiti Unifi, Watchguard, SonicWall, Draytek, Ruckus, TP-Link, and Synology.

Join a team where your skills and expertise will be valued and challenged! If you're ready to make an impact and grow within a supportive environment, we encourage you to apply today.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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