3rd Line Support Engineer
Sheffield + Hybrid working (3 office, 2 home)
Up to £45,000
Overview
The IT Support Engineer will play a key role in delivering, maintaining, and supporting the IT infrastructure and services across a group of companies. The role provides 3rd line technical support, leads or supports infrastructure projects, and contributes to the design and delivery of a secure, scalable, and resilient IT environment that underpins business operations and growth.
Responsibilities
* Provide 3rd line technical support across the Group, resolving complex incidents efficiently and effectively.
* Act as an escalation point for 1st and 2nd line support queries, offering guidance and technical expertise.
* Troubleshoot and resolve server, network, and endpoint issues in accordance with SLAs.
* Maintain detailed documentation of systems, procedures, and incident resolutions.
* Monitor system performance, ensuring uptime, reliability, and adherence to security best practices.
* Manage and maintain core IT infrastructure, including Microsoft 365, Azure, Intune MDM, and on-premise servers.
* Support infrastructure projects such as cloud migrations, network upgrades, and system integrations.
* Configure and maintain networking equipment (firewalls, switches, routers, and wireless networks).
* Administer user access, permissions, and security configurations via Azure AD and Entra ID.
* Manage device provisioning and endpoint compliance using Intune and Endpoint Manager.
* Maintain and test backup, disaster recovery, and business continuity systems (e.g., Veeam, cloud backup).
* Support compliance with Cyber Essentials and other information security standards.
* Implement and manage security tools such as MFA, conditional access, and email/web filtering.
* Ensure patching, updates, and antivirus systems are current and effective.
Experience
* Minimum 5 years' experience in IT support, including significant 3rd line and project-based work.
* Strong knowledge of Microsoft 365 (Exchange, Teams, SharePoint, Power Platform).
* Experience with Azure AD / Entra ID, Intune MDM, and Windows Server environments (2016/2019).
* Strong understanding of Active Directory, Group Policy, and networking fundamentals.
* Experience supporting multi-site or multi-company environments.
* Solid troubleshooting and problem-solving skills across infrastructure, networking, and user endpoints.
* Excellent communication and stakeholder management skills.
* Proactive, self-driven, and adaptable approach to work.
* Analytical and methodical approach to problem-solving.
* Strong attention to detail and accuracy.
* Excellent time management and prioritisation skills.
* Ability to work collaboratively within a team and independently when required.
* Customer-focused, with a commitment to continuous improvement.
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