3rd Line Support Engineer

Job Advert: 3rd Line Support Operator

Location: Greater Manchester
Salary: £38,000-£40,000 per annum + benefits inc an 18% contributory pension
Type: Full-Time

Are you an experienced IT professional ready to take your career to the next level? Futures are supporting a key Public Sector client in Manchester as they seek to appoint a highly skilled 3rd Line Support Operator to join their dedicated team. You’ll be a key figure in resolving advanced IT issues, managing critical infrastructure, and maintaining the security and performance of the systems that support public safety across Greater Manchester.

About the Role

As a 3rd Line Support Operator, you’ll provide expert-level technical support and systems administration across a diverse IT estate. You'll handle escalated incidents and deliver proactive monitoring and maintenance to keep our systems running securely and efficiently.

Working within a dynamic environment, you’ll liaise with suppliers, support colleagues, and contribute to high-level IT projects. Whether resolving critical server issues, packaging and deploying applications, or ensuring IT continuity during a crisis, your work will be crucial to keeping our frontline services operational.

Key Responsibilities

• Act as the final escalation point for complex IT incidents involving infrastructure, end-user systems, and telecoms.
• Administer on-site infrastructure, including servers, data storage, and networking hardware.
• Monitor and manage system performance, patching, and access control to maintain system integrity.
• Design, script, and automate software deployment, managing package testing and distribution.
• Configure new and existing applications to ensure optimal performance and end-user satisfaction.
• Liaise with internal teams, service desks, and third-party suppliers to resolve issues and ensure smooth service delivery.
• Maintain documentation, user guides, and contribute to our knowledge management system.
• Support risk and continuity processes including disaster recovery planning and business continuity testing.
• Contribute to IT budgeting and represent third-line operations in projects and planning meetings.
• Ensure secure handling of data in line with GDPR, internal policies, and national policing standards.

What We’re Looking For

Essential Qualifications & Experience:

• A relevant degree or equivalent professional experience in IT systems administration.
• Proven experience supporting IT infrastructure and resolving complex incidents in a multi-vendor environment.
• Strong knowledge of Microsoft technologies, Azure, M365, and network storage systems.
• Experience with application configuration, software packaging, and automation tools.
• Proficient in managing access control and IT security policies.
• Ability to work independently and collaboratively in a fast-paced support environment.

Desirable:

• ITIL v4 Foundation certification.
• Experience with cloud infrastructure management and datacentre operations.

Skills & Competencies

• Excellent problem-solving skills and technical acumen.
• Ability to communicate clearly with technical and non-technical stakeholders.
• Strong time management and ability to prioritize under pressure.
• Familiarity with documentation standards and information governance.
• Enthusiastic about continuous improvement and personal development.

Additional Requirements

• Willing to travel across locations and participate in an on-call rota.
• Able to lift and handle IT equipment as needed.
• This role requires a level of security vetting - criminal record checks, financial checks, estensive referencing. 5 years UK residency and British/Dual Citizenship is a requirement. 

What We Offer

• A collaborative and supportive work environment.
• Opportunities for career growth and professional development.
• Access to cutting-edge technologies and critical projects.
• Flexible working and a strong work-life balance.
• Generous annual leave and pension scheme (18% contribution)

Join Us

Your IT expertise will directly support vital policing services that protect over 2.8 million people. If you're passionate about technology, thrive in challenging situations, and want to make a difference in your community—we want to hear from you.

Apply today and be part of a team that values integrity, innovation, and impact.