What are we Looking For?
Job title: 3rd Line Engineer
Reports to: Head of Engineering
Hours of Work: 37.5 hours a week, Monday to Friday (between our operating hours of 8am to 6pm)
What is the Role?
We are seeking a highly skilled and proactive 3rd Line Engineer to join our clients service desk 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 2nd year
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, 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
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