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As a Third Line Engineer, you will serve as a senior technical specialist within the IT team, responsible for resolving the most complex and critical issues that cannot be addressed by First or Second Line support. You will play a key role in maintaining and improving the organisation’s IT infrastructure, performing deep-dive diagnostics, root cause analysis, and implementing long-term solutions. In addition to supporting escalated incidents, you will contribute to system design, strategic projects, and continuous service improvement.
Key Responsibilities:
Take ownership of high-level, complex incidents and problems escalated from Second Line Support
Perform in-depth diagnostics and root cause analysis across infrastructure, systems, and applications
Develop and implement long-term fixes and preventative measures to reduce repeat incidents
Infrastructure Management & Improvement
Maintain, monitor, and optimise servers, storage, networking, and virtual environments
Assist with infrastructure upgrades, patching, backups, and disaster recovery planning
Support the implementation of new technologies and contribute to infrastructure architecture decisions
Collaboration & Technical Leadership
Work closely with other IT teams and stakeholders to ensure consistent and high-performing IT services
Provide technical mentorship and guidance to First- and Second-Line colleagues
Participate in change management processes, ensuring minimal business disruption
Lead or support technical projects such as migrations, deployments, and security enhancements
Identify opportunities to improve system reliability, performance, and scalability
Document technical processes, known issues, and architectural decisions in the knowledge base
Proven experience in a Third Line or senior infrastructure support role
Strong expertise in server administration, networking, virtualisation, and storage solutions
Solid understanding of IT security principles and best practices
Ability to carry out detailed troubleshooting and perform root cause analysis
Experience managing or contributing to technical projects and service improvements
Proficiency in tools such as Active Directory, Group Policy, Office 365, Exchange, and Windows Server
Excellent written and verbal communication skills, including documentation and reporting
Relevant certifications (e.g. Microsoft Certifications or similar.)
Experience with cloud platforms (e.g. Entra, M365, Dynamics 365 Business Central
Knowledge of scripting and automation tools (e.g. PowerShell, PowerApps)
Exposure to ITIL frameworks and structured change management processes
Experience working in a regulated or enterprise environment
Key Attributes:
Technically adept: Demonstrates deep technical understanding and a logical approach to problem-solving
Proactive: Anticipates potential issues and recommends improvements before they impact services
Collaborative: Works well across teams and supports the development of junior staff
Detail-oriented: Thorough in documentation, analysis, and execution of technical tasks
Resilient: Remains calm under pressure and focused on finding solutions in high-impact situations
Doncaster based, UK - Hybrid (3 days a week in office)
Seniority level Seniority level Mid-Senior level
Employment type Employment type Full-time
Job function Job function Analyst, Engineering, and Information Technology
Industries Insurance and IT Services and IT Consulting
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