Overview
Job Title: Third-line Support Engineer
Department: IT
Reporting To: Head of Networks, Infrastructure and Security
Mobius Networks is a pioneer in providing reliable, secure, quality connections for machine to machine (M2M) and Internet of Things (IoT) systems worldwide. We deliver data and services, remote diagnostics, and service improvements while remaining cost effective for our customers.
Purpose of the role
As a key member of the IT Team, the Third Line Support Engineer is responsible for resolving complex technical issues, maintaining service continuity, and contributing to the stability, security, and performance of both internal and customer-facing IoT infrastructure systems and solutions. The role supports both Internal Infrastructure and Customer-facing IoT networks while collaborating with the 24/7 Service Desk Team. This includes triaging and resolving faults, issues and incidents, and executing upgrades and delivering improvements in alignment with projects and continuous improvement plans. The role will contribute to the delivery and implementation of customer solutions, ensuring reliability, scalability, and security for Mobius services.
Responsibilities
* Act as an escalation point for advanced technical issues, supporting internal users and customer environments across Mobius’ IT and IoT infrastructure.
* Investigate and resolve third-line incidents, including major and business-critical faults, with minimal disruption to services.
* Contribute to infrastructure changes, upgrades, and service improvements in collaboration with project and delivery teams.
* Monitor system performance and proactively identify opportunities to optimise reliability, scalability, and security.
* Support and enhance Mobius’ cyber security posture through patching, configuration hardening, and incident response.
* Maintain accurate technical documentation, including procedures, troubleshooting guides, and change records.
* Collaborate with mobile network operators and internal teams to support and improve end-to-end service delivery.
* Adhere to operational processes and policies while identifying opportunities for improvement.
* Achieve and maintain Cisco / Microsoft / Other vendor certifications as required for the role.
Key Skills and Experience
* Minimum of 3 years’ experience within IT Support or Managed Services function
* Highly technical with hands-on experience troubleshooting and resolving issues
* Strong multitasking abilities with the capability to manage and prioritise workloads
* Strong analytical and problem-solving skills
* Collaborative team player and comfortable in a dynamic working environment
* Excellent communication and documentation skills
* Customer service experience and experience working with third parties
* Comfortable working both in an office environment and remotely
Excellent Working Knowledge Of
* Microsoft Server Operating Systems
* Active Directory
* Switching, Routing and Security technologies
* End User Compute (EUC) technologies
Good Working Knowledge Of
* Veeam and other backup/recovery technologies
* Virtualisation (Hyper-V and VMware)
* Firewall and VPN technologies and configuration
* Switching and Routing technologies and configuration
* Network monitoring tools such as PRTG
* Server, DHCP, DNS
* PowerShell scripting
* Server, client and networking hardware
* Multi-Factor / Two-Factor authentication tools
* Endpoint Detection and Response (EDR) tools
Desirable Criteria
* Microsoft Certifications
* Cisco Certifications
* Experience with Linux services and solutions
* Email protection and security (e.g., Mimecast)
* Cyber Essentials/Cyber Essentials Plus experience
* RADIUS exposure (e.g., Steel-Belted or nuRADIUS) is advantageous
Additional Information
* 25 days holiday plus Bank Holidays, Private Health Insurance, and Pension
* DBS and credit check required for all employees
We offer hybrid working arrangements to balance collaboration in office spaces with flexibility to work from home. Details will be provided during the recruitment process. Wireless Logic Group supports diversity, equity, and inclusion in all its activities. By applying, you consent to data processing under GDPR. For questions or to exercise data rights, contact recruitment@wirelesslogic.com.
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