3rd Line Support Engineer
Location: 2 days p/week from home. Main office is in Solihull but some trips to Doncaster (1-2 times every fortnight) will be needed.
Salary: £32,000 – £35,000
Hours: 09:00 – 18:00
A growing UK technology and communications provider is looking for a 3rd Line Support Engineer to join its technical support team. The business delivers managed IT, cloud, connectivity and security services to organisations across the UK and has expanded significantly through growth and acquisitions in recent years.
This role sits within the service desk function and acts as the technical escalation point for complex issues. You’ll work closely with the 2nd Line team, resolving advanced technical problems across infrastructure, networking, cloud platforms and end-user environments while ensuring service levels are maintained.
Key Responsibilities
Act as the escalation point for complex issues from the 2nd Line support team
Troubleshoot and resolve infrastructure, network and desktop support incidents
Manage support tickets through to resolution while meeting SLA targets
Use remote monitoring and support tools to diagnose and fix technical issues
Maintain accurate documentation for systems, incidents and solutions
Work with third-party vendors to resolve incidents when required
Share knowledge and solutions with the wider support team
Experience & Skills Required
Around 3+ years’ experience in a service desk or IT support environment
Strong Windows 10/11 and desktop support experience
Experience supporting Windows Server environments
Good understanding of Microsoft 365 (Azure, Intune)
Experience troubleshooting network connectivity issues (VPN, VLANs, WAN, WiFi, firewalls)
Exposure to virtualisation technologies such as VMware or Hyper-V
Experience with backup solutions and monitoring tools
Strong problem-solving skills and ability to prioritise multiple tickets
Desirable Experience
Firewall technologies such as SonicWall or FortiGate
Virtual desktop technologies (e.g. Citrix)
Backup solutions such as Veeam or Redstor
Exposure to cyber security or endpoint protection platforms
Experience supporting education environments
Why Apply
Join a rapidly growing managed services provider
Work with a wide range of modern infrastructure and cloud technologies
Opportunity to develop technical expertise within a fast-paced support environment