THIRD LINE PRODUCT SUPPORT TECHNICIAN
️Shift pattern: Monday to Friday 09:00-17:00 and on call rota.
This role is a UK based role and any hybrid/remote work must also be within the UK.
161 hours holiday rising to 175 hours with length of service plus Bank Holidays.
We offer you discounts on everything from groceries and shopping through to 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
We are seeking a highly skilled and proactive Third Line IT Service Desk Technician to join our dynamic IT team. This role is pivotal in ensuring the seamless operation of our IT infrastructure by resolving complex technical issues escalated from first- and second-line support.
You'll be a subject matter expert in advanced networking, server management, and telecommunication systems, playing a key role in maintaining high service levels and supporting business-critical operations.
A proactive and self-motivated approach, coupled with a commitment to continuous learning and professional development, is key to success in this position.
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.
Experience with AWS infrastructure and cloud services.
js application support and server diagnostics.
Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analysers.
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Certifications such as Microsoft Certified: Advanced certifications like CCNP, Microsoft Certified: Azure Solutions Architect, or AWS equivalent.
ITIL Foundation certification
Advanced Technical Support
Resolve complex hardware, software, and network issues escalated from lower-tier support.
Conduct root cause analysis and implement long-term solutions.
Server & Application Support
Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments.
js and manage FreeSwitch systems.
Apply over-the-air firmware updates and monitor system performance.
SIP, VoIP & Network Management
Configure SIP trunks and resolve complex call routing and quality issues.
Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.
Mentor junior technicians and contribute to internal training.
Assist in managing SLAs and ensuring service quality.
You'll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .