Third Line Technician
* Annual Salary: Up to £37,000, dependent on experience
* Location: Hampshire
* Job Type: Full-time - hybrid
* Hours: 35 hours per week, Monday to Friday 09:00-17:00, plus on-call rota
Third Line IT Service Desk Technician, where you will play a pivotal role in maintaining the seamless operation of our IT infrastructure by resolving complex technical issues escalated from first- and second-line support.
Day-to-day of the role:
Advanced Technical Support:
* Resolve complex hardware, software, and network issues escalated from lower-tier support.
* Conduct root cause analysis and implement long-term solutions.
* Manage high-impact incidents to ensure minimal business disruption.
Server & Application Support:
* Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments.
* Support applications written in Node.js and manage FreeSwitch systems.
* Apply over-the-air firmware updates and monitor system performance.
* SIP, VoIP & Network Management:
o Maintain and troubleshoot SIP-based communication systems including VoIP and VoLTE.
o Configure SIP trunks and resolve complex call routing and quality issues.
o Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.
* Knowledge Sharing & Documentation:
o Mentor junior technicians and contribute to internal training.
o Create and maintain detailed documentation and system diagrams.
* Vendor & Supplier Liaison:
o Collaborate with third-party vendors to resolve technical issues.
o Assist in managing SLAs and ensuring service quality.
Required Skills & Qualifications:
* Proven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.
* Strong knowledge of Linux and Windows systems, and experience with FreeSwitch.
* Experience with AWS infrastructure and cloud services.
* Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.
* Proficiency in Node.js application support and server diagnostics.
* Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analysers.
* Excellent problem-solving and communication skills.
* Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
* Certifications such as Microsoft Certified: Azure Administrator, or equivalent.
Benefits:
* 161 hours holiday rising to 175 hours with length of service plus Bank Holidays.
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
* 24/7 employee assistance programme with an easily accessible app.
* Family and friends' discounts on our services & products.
* Cycle to work incentive.
* Pension Scheme, up to 4% Company matched.
* Free on-site parking.
If you are interested in this position please apply online or for more information please contact me on
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