3rd Line Support Engineer

3rd Line Support Engineer

Job Market: IT / Information Technology

3rd Line Support Engineer - About the role

Working in a new , dedicated in house Service Desk function to support the growing business and evolving technology needs.

As a Third Line Engineer, you will serve as a senior technical specialist within the IT team, responsible for resolving the most complex and critical issues that cannot be addressed by First or Second Line support. You will play a key role in maintaining and improving the organisation’s IT infrastructure, performing deep-dive diagnostics, root cause analysis, and implementing long-term solutions. In addition to supporting escalated incidents, you will contribute to system design, strategic projects, and continuous service improvement.

The ideal candidate will have: relevant certifications (e.g. Microsoft Certifications or similar.); Experience with cloud platforms (e.g. Entra, M365, Dynamics 365 Business Central; Knowledge of scripting and automation tools (e.g. PowerShell, PowerApps); Exposure to ITIL frameworks and structured change management processes; Experience working in a regulated or enterprise environment

3rd Line Support Engineer - Key duties

Expert-Level Support & Issue Resolution

Take ownership of high-level, complex incidents and problems escalated from Second Line Support

Perform in-depth diagnostics and root cause analysis across infrastructure, systems, and applications

Develop and implement long-term fixes and preventative measures to reduce repeat incidents

Infrastructure Management & Improvement

Maintain, monitor, and optimise servers, storage, networking, and virtual environments

Assist with infrastructure upgrades, patching, backups, and disaster recovery planning

Support the implementation of new technologies and contribute to infrastructure architecture decisions

Collaboration & Technical Leadership

Work closely with other IT teams and stakeholders to ensure consistent and high-performing IT services

Provide technical mentorship and guidance to First- and Second-Line colleagues

Participate in change management processes, ensuring minimal business disruption

Project Work & Continuous Improvement

Lead or support technical projects such as migrations, deployments, and security enhancements

Identify opportunities to improve system reliability, performance, and scalability

Document technical processes, known issues, and architectural decisions in the knowledge base

3rd Line Support Engineer - Key requirements

Proven experience in a Third Line or senior infrastructure support role

Strong expertise in server administration, networking, virtualisation, and storage solutions

Solid understanding of IT security principles and best practices

Ability to carry out detailed troubleshooting and perform root cause analysis

Experience managing or contributing to technical projects and service improvements

Proficiency in tools such as Active Directory, Group Policy, Office 365, Exchange, and Windows Server

Excellent written and verbal communication skills, including documentation and reporting

Relevant certifications (e.g. Microsoft Certifications or similar.)

Experience with cloud platforms (e.g. Entra, M365, Dynamics 365 Business Central

Knowledge of scripting and automation tools (e.g. PowerShell, PowerApps)

Exposure to ITIL frameworks and structured change management processes

Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

A copy of our D&I policy can be made available upon request.