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We’re recruiting for a 3rd Line Support Engineer responsible for delivering advanced technical support for all IT systems within NexSphere, a newly established Managed Service Provider. The role involves troubleshooting complex technical issues, ensuring optimal system performance, and addressing problems beyond the scope of the 2nd line team. The position requires operating within strict Service Level Agreements (SLAs) to ensure high customer satisfaction.
Ideal candidates should possess advanced technical knowledge and extensive experience in systems administration, networking, software, and hardware. As a technical expert, the role includes mentoring 2nd line support engineers, identifying training opportunities, and developing the Knowledge Base with articles to support staff and promote self-service for customers.
This position demands deep technical expertise, the ability to manage escalated support requests, identify root causes, and implement long-term solutions. Collaboration with the infrastructure team is essential for resolving complex issues.
In return, we offer a competitive salary of £42,000 p.a. and benefits including:
* 25 days annual leave + Bank Holidays + Birthday Day off (option to buy additional days)
* 2 Volunteer Days
* Pension - 5% Employee, 5% Employer
* Healthcare Cash Plan, including 3x salary life assurance
* Annual Salary Review
* Refer A Friend Scheme
* Access to BenefitHub for retail discounts, cycle to work scheme, and voluntary benefits
Interested? Apply below to upload your CV. For more information, contact our Internal Recruitment Team at 01702 595200.
NexSphere Business Solutions is part of the Seetec Group, an employee-owned organization committed to community and internal employee engagement. We prioritize our people in everything we do.
Location and Hours
Location: Hockley, Essex
Hours: 37 hours/week, Monday to Thursday 8:30am-5:00pm, Friday 8:30am-4:30pm
Application Deadline
14 May 2025
Key Responsibilities
1. Investigate and resolve escalated technical problems from 1st and 2nd line support.
2. Manage and maintain IT infrastructure.
3. Handle high-priority incidents, coordinate with vendors, and ensure resolution within SLAs.
4. Analyze recurring problems to identify root causes and implement preventive measures.
5. Create and maintain documentation for technical issues and resolutions to support the Knowledge Base.
6. Install, configure, and monitor system updates, patches, and security fixes.
7. Proactively monitor system performance and capacity.
For full job description, follow the link - 3rd Line Support Engineer
Required Skills and Experience
* Proficiency in networking technologies (DNS, DHCP, TCP/IP, VPN, VLAN).
* Experience with databases (SQL Server, MySQL, Oracle).
* Familiarity with virtualization technologies (VMware, Hyper-V).
* Experience with security protocols, firewalls, and data encryption.
* Knowledge of ticketing systems (e.g., ServiceNow, Jira, Ivanti).
* Experience with remote management tools and diagnostic software.
* Experience working for a Managed Service Provider or similar environment.
* 5+ years of experience in technical support or systems administration, working with IT helpdesk software.
Additional Information
NexSphere, part of the Seetec Group, is committed to safeguarding and promoting the welfare of young people and vulnerable adults. All staff may be required to undergo a DBS check. We support ex-offender recruitment and promote equality of opportunity regardless of sex, race, disability, age, sexual orientation, gender identity, religion, marital status, or pregnancy.
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