Job Description
3rd Line Support Engineer
Job Market: IT / Information Technology
3rd Line Support Engineer - About the role
Working in a new, dedicated in house Service Desk function to support the growing business and evolving technology needs.
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.
The ideal candidate will have: 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
3rd Line Support Engineer - Key duties
Expert-Level Support & Issue Resolution
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
Project Work & Continuous Improvement
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
3rd Line Support Engineer - Key requirements
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
Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
A copy of our D&I policy can be made available upon request.