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.
Key Responsibilities:
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
Essential:
* 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
Desirable:
* 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
Key Attributes:
* Technically adept: Demonstrates deep technical understanding and a logical approach to problem-solving
* Proactive: Anticipates potential issues and recommends improvements before they impact services
* Collaborative: Works well across teams and supports the development of junior staff
* Detail-oriented: Thorough in documentation, analysis, and execution of technical tasks
* Resilient: Remains calm under pressure and focused on finding solutions in high-impact situations
Doncaster based, UK - Hybrid (3 days a week in office)