3rd Line Support Engineer

If you're an experienced 3rd Line Support Engineer who enjoys getting to the bottom of difficult technical problems rather than simply passing them on, this could be a good opportunity to explore.

3rd Line Support Engineer

Nutfield | £47,000-£52,000 | Hybrid

You'll join a senior technical support function where the focus is on complex escalations, infrastructure improvement and occasional project work. It's a hands-on role with plenty of technical ownership, working across a varied range of customer environments.

The Role

You'll take ownership of technically challenging issues escalated from 1st and 2nd line, investigating them through to resolution or a clear escalation path.

That could involve troubleshooting across:

Windows Server, Active Directory, Group Policy, DNS and DHCP

Microsoft 365, including Entra ID, Exchange Online, Teams and Conditional Access

Hyper-V and VMware environments

Citrix and Microsoft Remote Desktop Services

Networking, VPNs, firewalls, WAN connectivity and TCP/IP

Backup, recovery and business continuity

Cloud infrastructure and securityYou'll also get involved in planned maintenance, patching, configuration changes, infrastructure improvements, customer migrations and onboarding projects.

A big part of the role is ownership.

You'll keep tickets moving, communicate clearly with customers and colleagues, recognise when something needs escalating, and make sure recurring problems lead to a proper fix rather than the same issue being dealt with repeatedly.

You'll also support 1st and 2nd line engineers through technical guidance, knowledge sharing and useful documentation.

What we're looking for

You'll need strong experience supporting Microsoft and infrastructure environments, together with the ability to troubleshoot problems that cross multiple systems or suppliers.

We're particularly interested in people who can:

Take ownership of complex technical issues

Troubleshoot logically when the answer isn't immediately obvious

Communicate technical information clearly to customers

Stay organised when dealing with competing priorities

Remain calm during outages and business-critical incidents

Recognise when to escalate and provide useful technical evidence

Share knowledge and help less experienced engineers developExperience working within an MSP, managed cloud services provider or similarly multi-customer support environment is important. Experience operating at 3rd line or senior technical support level is preferred.

The package

22 days' annual leave, rising to 25 days

5% performance-based bonus

Company phone and laptop

In-house and external training

Opportunities for technical development and career progression

Frequent team social eventsIf you're looking for a senior support role where you can stay hands-on, take ownership of difficult problems and continue developing technically, we'd be happy to hear from you.

Apply now or contact Ruby Calver at Spectrum IT Recruitment to find out more.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy