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3rd Line Support Engineer

Liverpool, UK

Job Type




About the Role

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


Candidates should possess an advanced level of expertise in the following areas:

  • 5+ years’ demonstrable experience in IT support services or consultancy

  • Experience with the installation and configuration of systems

  • Microsoft Server technologies; MS Server (2016,2019, 2022), MS Clustering, Active Directory Services, Group Policy, Windows Terminal Services, Certificate Services, ADFS, PowerShell.

  • Advanced Exchange (2016, 2019) installation, configuration and troubleshooting

  • Virtualisation configuration and troubleshooting (HyperV/VMware)

  • Firewall troubleshooting (across main stream products)

  • Network Management - TCP/IP, L3 routing, VLAN management & LAN/WAN.

  • Experience in SQL Server troubleshooting

  • Excellent general hardware/software troubleshooting and problem-solving skills

  • Disaster Recover, Replication and Recovery.

  • Anti-virus technologies (Eset, Bitdefender)

  • Candidates will hold or be willing to attain the Microsoft accreditations.


Desirable additions

  • Microsoft 365 – Azure, SharePoint, OneDrive, Exchange & Intune/Endpoint Manager.

  • Proficiency in scripting and task automation using appropriate tooling such as PowerShell

  • Relevant Microsoft certifications in Networking / Desktop / Servers

  • Advanced level with VoIP systems (CTX) - troubleshooting and administering

About the Company

Our client is a successful company committed and motivated in providing first call IT support and solutions to businesses throughout Liverpool city region.

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