3rd Line Support Engineer

3rd Line Support Engineer

Location: Cheltenham (Hybrid – approx. 3 days on-site)

Salary: Up to £40,000 DOE

Benefits: Opportunity to join a growing team, clear progression path, hybrid working arrangement

Our client, a leading IT services organisation, is expanding into Cheltenham and is hiring a 3rd Line Support Engineer to join their new office. This role offers the chance to take ownership of advanced technical issues, support key projects and play a significant role in shaping the technical function as the office continues to grow.

What you’ll do

• Act as a senior escalation point for complex 3rd line issues across servers, networks, cloud and application environments.
• Diagnose, troubleshoot and resolve deep technical incidents that cannot be handled by 1st/2nd line teams.
• Deliver technical input on projects such as migrations, upgrades, deployments and new customer onboarding.
• Work closely with infrastructure, service management and technical delivery teams to ensure high-quality outcomes.
• Produce and maintain technical documentation, knowledge base articles and best-practice guidance.

You’ll collaborate with cross-functional teams to deliver robust support, influence processes and contribute to the development of the Cheltenham office’s technical capability.

What we’re looking for

• Strong 3rd line experience across Windows Server, networking, Active Directory, virtualisation, cloud (Microsoft 365/Azure) and advanced troubleshooting.
• Experience supporting complex environments, handling escalations and mentoring 2nd line colleagues.
• Ability to diagnose root causes, propose solutions and communicate clearly with stakeholders.
• Familiarity with ITIL-aligned support processes and ticketing systems.
• Comfortable working in a hybrid pattern, spending three days per week in the Cheltenham office.

The ideal candidate will bring strong technical depth, a calm and methodical approach to problem-solving, and a desire to grow alongside a newly expanding team.

Why join?

• Join early as a new Cheltenham office launches, giving you influence over processes and long-term direction.
• Excellent scope for progression as the technical function and wider team expand.
• Balanced hybrid working pattern with strong collaboration and flexibility.
• Be part of an established organisation with a clear growth strategy and supportive culture.