3rd Line Support

3rd Line Engineer

Maidstone

£45

Are you an experienced IT professional looking to step into a senior support role? Do you enjoy resolving complex technical issues and supporting colleagues with escalations? Are you confident working with servers, networking, and cloud technologies?

If so, this 3rd Line Engineer opportunity could be a strong fit for you.

The Role

As a 3rd Line Engineer, you will be part of a service desk team handling escalations and advanced troubleshooting. You will work closely with clients to resolve technical issues, provide onsite support where required, and contribute to maintaining a high-quality IT service. You will also play a key role in supporting junior engineers and ensuring service desk standards are consistently met.

Key responsibilities include:

Managing 3rd line escalations across a range of technologies

Providing onsite technical support when required (a driving licence is essential)

Supporting and mentoring junior team members

Maintaining accurate documentation to improve consistency and service delivery

Participating in an on-call rota (with additional pay)

Ensuring KPIs and SLAs are achieved and customer service standards are upheld

What We’re Looking For

To succeed in this role, you will need to demonstrate strong technical knowledge, confidence under pressure, and excellent problem-solving skills.

Key skills and experience:

Background in an MSP or IT services environment (preferred)

Strong experience with:

Microsoft 365 / Office 365

Windows Server (2016–2019)

Virtualisation technologies

Firewalls & networking (IP, switches, routers)

Backup solutions (ideally Veeam)

Strong customer service and communication skills

Ability to take ownership of issues and see them through to resolution

Flexible and proactive approach to supporting colleagues and clients

Salary & Location

Salary: £45,000 per annum

Location: Maidstone (hybrid working available after an initial office-based period)

Hours: Monday to Friday, 08:30 – 17:30, with occasional paid overtime and on-call rota