We are seeking a highly skilled and proactive 3rd Line Engineer to join our engineering team. This role is pivotal in delivering advanced technical support across our customer base, both remotely and on-site. You will also play a key role in mentoring 2nd Line Engineers, supporting pre-handover projects, and ensuring seamless integration of new customers into our service ecosystem. Key Tasks & Accountabilities Technical Support & Escalations * Provide expert-level troubleshooting and resolution for complex technical issues escalated from 1st and 2nd line support. * Deliver remote and field-based support for critical incidents, ensuring minimal disruption to customer operations. * Maintain ownership of high-priority tickets and ensure timely resolution in line with SLAs. Project & Onboarding Support * Collaborate with project teams to provide technical support for new customer deployments during the implementation and post implementation phase before handover into in-life helpdesk teams * Assist in the transition of new services and customers into the support environment, ensuring readiness and documentation. Coaching & Development * Mentor and coach 2nd Line Engineers, fostering technical growth and knowledge sharing. * Lead technical workshops and training sessions to upskill the support team. * Act as a technical escalation point and promote best practices across the service desk. * Contribute to the continuous improvement and development of our internal knowledge base for support and technical staff Infrastructure & Systems * Oversee patching, updates, and health checks across core infrastructure. * Monitor and manage internal networks, servers, and cloud services. * Ensure internal systems are secure, resilient, and optimised for performance. What will You Bring? Experience & Competencies * Proven experience in a 3rd Line Support role within IT and/or Telecoms. * Ability to resolve complex technical issues across infrastructure, networking, and telecom systems. * Proficient in root cause analysis and incident resolution. * Deep understanding of Entra ID, Azure Compute, Intune, networking protocols, firewalls, and VoIP. * Ability to support technical aspects of new customer deployments and infrastructure projects. * Knowledge of cybersecurity principles and best practices. * Familiarity with data protection regulations and secure system configurations. * Strong commitment to delivering high-quality service and support. * Ability to communicate technical solutions clearly to non-technical stakeholders. * Experience mentoring junior engineers, fostering a learning culture, and leading by example. * Confidence in making decisions under pressure and in complex scenarios. * Excellent verbal and written communication skills. * Ability to work cross-functionally with service desk, project teams, and customers. * Comfortable working in dynamic environments, both remotely and on-site. * Self-motivated with a continuous improvement mindset. Vendor Exposure * Networking - Meraki, Watchguard, Draytek ACS, Datto, Cato, Starlink * Audio/Visual - Yealink, 8x8, Horizon, Samsung CMS, NowSignage * Identity and Management - EntraID, Intune, NinjaRMM, Defender * Cloud - Azure, SharePoint, Teams, Power Automate And More What is in it for You? * A competitive salary profit share scheme * 22 days holiday plus an extra day for your birthday, increasing to 25 days holiday in your secondyear * Pension scheme * NHS Healthcare Top-Up Cash Plan (money back on everyday medical expenses) * Death in Service (3 x salary) * Discount scheme on entertainment/shopping/leisure activities * 0.5 days per year paid volunteering/community work * Wellbeing support and advice Culture & Environment As an employer, we place great importance on our diverse and collaborative workforce and culture. We particularly focus on 5 pillars of success: People, Platforms, Services, Solutions and Sustainability. Our people are the key to all our success and we are committed to identifying and working to each individual's strengths, to create a balanced and innovative atmosphere and a consultative way of operating. All our employees display and are measured on some specific core standards of ethical and engaging behaviour: * Customer Focused * Accountable * Commercially Aware * Team Working/Collaboration * Innovative