3rd Line Support Engineer

This is an opportunity to join a growing firm where you will have the opportunity to develop an excellent career path, with great prospects for progress and uniquely have a say and share in the evolution of the business.

Our ideal candidate will be a highly motivated and skilled team player who has experience of a third line role, ideally within an MSP environment. You will assist in developing the support team’s technical knowledge and be able to communicate clearly and regularly with both the customer and the account manager on progress made on issues raised. A passion for IT and providing outstanding customer service is essential.

You will provide senior-level IT infrastructure and systems engineering support, design, and implementation to clients of a Managed Services Provider and Consultancy. This role serves as the final escalation point for IT issues and requires exceptional technical expertise. The position involves Service Desk support for escalated issues across all levels (Line 1/2/3), occasional after-hours work, on-call support, and site visits. Strong communication skills are essential, as the role involves direct interaction with non-technical staff.

Duties and responsibilities

Providing 3rd line technical support for hardware and software issues.

Act as a technical owner for all support issues, training and advising other team members to help grow and enhance their skills.

Provide technical support and engineering for networking infrastructure, contributing to the design, implementation, and security of WAN, LAN, and Cloud.

Take ownership of incidents assigned to you and manage them through to resolution.

Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.

‘Hands-on’ problem-solving approach

Ability to multitask and priorities workloads