3rd Line IT Engineer

Join a Leading Managed Service Provider as a 3rd Line IT Engineer!

Are you a highly skilled and proactive 3rd Line Engineer or an experienced 2nd line engineer looking to step up into a 3rd line role and looking to make a significant impact in a fast-paced, team-driven environment? We are seeking candidates with a strong focus on advanced IT infrastructure and systems support.

We are partnering with a thriving technology solutions provider that is renowned for delivering seamless IT and telecoms services to businesses of all sizes. They pride themselves on offering tailored, flexible solutions, impartial advice, and expert, jargon free support. This is an exciting opportunity to join a business where people are at the heart of everything, fostering collaboration, encouraging fresh ideas, and recognising individual strengths.

If you thrive in a consultative atmosphere and are ready to grow, innovate, and succeed, this is the place for you!

The Opportunity: 3rd Line Engineer (IT Systems Focus)

Reporting To: Head of Engineering

Hours: 37.5 hours per week, Monday to Friday (between 8am and 6pm)

This pivotal role requires you to deliver advanced technical IT support across a diverse customer base, both remotely and on site. You will serve as the highest level of technical escalation within the support team, making a strong technical background in both cloud and on-premises technology essential. While some knowledge of telephony/VoIP is useful, the primary focus is complex IT infrastructure and cloud environments.

Key Responsibilities

• Highest Level Escalation: Act as the final technical escalation point for the support team, providing expert-level troubleshooting and resolution for the most complex IT infrastructure issues. Manage high-priority and critical incidents, ensuring resolution within agreed SLAs.
• Pre-Sales Consultation: Collaborate closely with the Pre-Sales team to discuss and recommend the most suitable technology solutions and architectures for upcoming client projects.
• New Client Onboarding & Transition: Serve as the main point of technical contact for new clients immediately after a solution goes live. Manage support and bedding-in issues until the solution is fully transitioned and handed over to the permanent support team.
• Coaching & Development: Mentor and coach 2nd Line Engineers, leading technical workshops to upskill the team in IT systems. Promote engineering best practices.
• Infrastructure Management: Oversee patching, updates, health checks, and overall management of internal networks, servers, and primarily Microsoft Cloud services (Azure, Entra ID), ensuring systems are secure, resilient, and optimised.

What You'll Bring

The successful candidate will possess a strong technical background, seeking to take on or continue in a senior escalation role.

Essential Experience & Skills

• Experience & Progression: Proven experience in a 3rd Line Support role within the IT sector, OR you are an experienced 2nd Line Support professional ready to move into a senior escalation (3rd Line) position and take the next step in your career.
• Expert-Level Troubleshooting: Proven ability to act as the top escalation point, resolving complex technical issues across both on-premise and cloud IT infrastructure, including networking, servers, and Microsoft Cloud systems (e.g., Entra ID, Azure, Intune).
• Certification & Expertise: Possess relevant technical certifications (e.g., Microsoft Certified, CompTIA, Cisco) to validate your experience.

Highly desirable (not essential) certifications include:

• • Microsoft Certified: Azure Administrator Associate (AZ-104),
  • Microsoft 365 Certified: Enterprise Administrator Expert (MS-102),
  • Microsoft Certified: Azure Solutions Architect Expert (AZ-305),
  • CCNA.
• Continuous Improvement: A natural curiosity about technology, enjoying developing new skills, and proactively looking to continue your learning within the field.
• Core Technical Depth: Deep understanding of Entra ID (Azure AD), Azure Compute, Intune, core networking protocols (TCP/IP), firewalls, and security.
• Project Readiness: Experience supporting the technical aspects of new customer IT infrastructure and cloud deployments.
• Mentorship: Proven experience mentoring junior engineers, fostering a learning culture, and leading by example.
• Professional Conduct: Strong commitment to high-quality service, confidence in making decisions under pressure, and a continuous improvement mindset.

Key Vendor/Technology Exposure (IT Focus)

Experience with technologies such as EntraID, Intune, NinjaRMM, Defender (Identity & Management); Azure, SharePoint, Teams, Power Automate (Cloud); and networking tools like Meraki, Watchguard, Draytek, Datto, Cato, Starlink is highly desirable.

Perks & Benefits

The company values its people as the key to success and offers a comprehensive package in return for your expertise:

• Basic salary of £40,000 - £45,000
• Profit Share Scheme (after 1st year of employment)
• Generous Holiday: 22 days, plus an extra day for your birthday, increasing to 25 days after year one.
• Financial Wellbeing: Pension scheme and Death in Service (3x salary).
• Health Benefits: NHS Healthcare Top-Up Cash Plan (money back on everyday medical expenses).
• Work-Life Balance: 0.5 days per year paid for volunteering/community work, plus dedicated wellbeing support.
• Lifestyle: Discount scheme on entertainment, shopping, and leisure activities.

This is a chance to work for an organisation that operates on core principles of being Customer Focused, Accountable, Commercially Aware, Collaborative, and Innovative.

Ready to step up into this senior escalation role and utilise your deep IT expertise to drive client success?