Role: IT Support Specialist (3 rd Line) Location: Oxford and surrounding areas Salary: Competitive & car/car allowance This role provides advanced technical support across customer environments, acting as an escalation point for complex issues that cannot be resolved by the Service Desk. The role focuses primarily on business-as-usual (BAU) support and project delivery, ensuring customer infrastructure and services remain stable, secure and well maintained. The candidate will work closely with the organisations Infrastructure Specialist, sharing responsibility for maintaining and improving customer environments while supporting project implementation and resolving complex technical incidents. As the organisation also delivers hosted telecoms services, the role may occasionally involve assisting with VoIP-related troubleshooting where network or infrastructure configuration impacts service performance. Benefits: ? 23 days holiday plus bank holidays, rising to 28 days Stakeholder pension scheme Benefits hub Healthcare cash plan Cycle to work scheme CSR Volunteer Day ? Life Assurance Referral bonuses Comprehensive EAP scheme Flexible working arrangements Experience Minimum of 5 years experience working in IT support or infrastructure support roles, including the investigation and resolution of complex technical issues. Experience working within a Managed Service Provider (MSP) or multi-customer IT support environment is highly desirable. Candidates should be comfortable supporting multiple customer environments simultaneously, managing escalated technical incidents and working within structured support processes. Experience delivering technical work as part of infrastructure or system deployment projects. Exposure to hosted VoIP or telecoms platforms is beneficial Technical Skills Strong knowledge of networking concepts including VLANs, switching, routing and wireless infrastructure. Experience configuring and troubleshooting firewall platforms and VPN connectivity. Solid experience supporting Windows operating systems, Windows Server and Active Directory environments. Experience working with virtualisation platforms such as VMware or Hyper-V. Experience using monitoring tools and diagnostic utilities to investigate technical issues. Understanding of IT security best practices including patching, access control and endpoint protection. Desirable Experience Experience supporting Microsoft 365 services. Exposure to hosted VoIP or unified communications platforms. Understanding of voice networking concepts such as SIP signalling, RTP traffic and QoS. Experience supporting hybrid or cloud infrastructure environments. Personal Attributes Strong analytical and problem-solving ability. Clear communication skills suitable for working with technical teams and end users. Ability to work independently while collaborating effectively with colleagues. Strong organisational skills and attention to detail. Ability to manage multiple tasks within a busy support environment.