3rd Line Support Engineer

• Provide 2nd and 3rd line support for desktops, servers, applications, and networks.
• Troubleshoot and resolve escalated incidents across Windows, Linux and Microsoft technologies.
• Support the configuration, deployment, and maintenance of desktops, laptops, mobile devices, and servers.
• Administer Microsoft 365, Azure, and Active Directory/Entra ID environments.
• Perform routine monitoring, patching, and maintenance to ensure system stability and performance.
• Document solutions, produce technical knowledge base articles and contribute to process improvements.
• Collaborate with project teams on infrastructure builds, upgrades and migrations.
• Act as a technical escalation point for 1st line and service desk teams.
• Liaise with third-party vendors and solution providers when required.
• Support security and compliance requirements across government-classified systems.

• Security Clearance: SC Cleared as a minimum (eligible/willing for DV). Sole UK national.
• 3+ years' experience in a 2nd/3rd line support, infrastructure, or systems engineering role.
• Strong knowledge of Windows Server and desktop environments.
• Good working knowledge of Linux operating systems.
• Microsoft 365 and Azure administration experience.
• Strong experience with Active Directory, Entra/AAD, DNS, DHCP, and Group Policy.
• Hands-on experience with networking fundamentals (TCP/IP, VLANs, firewalls).
• Proficiency with ITSM and RMM toolsets (ServiceNow, HaloITSM, ManageEngine, N-Able).
• Familiarity with system monitoring, patching, and backup solutions.
• Excellent problem-solving skills and ability to mentor junior staff.
• Strong communication skills, comfortable dealing with both technical and non-technical stakeholders.

NexGen Associates are partnered with a leading IT Consultancy working within the Government and Defence sectors. Due to continued growth, they are seeking an experienced 2nd / 3rd Line IT Support Engineer to join their team. You will be working within a managed services environment, providing high-quality technical support across complex systems and classified networks. This role offers excellent exposure to modern technologies and structured processes - making it an ideal opportunity for service leavers looking to transition their technical skills into a commercial setting. You must hold current SC Clearance (and be eligible for DV clearance) and be a sole British national due to the nature of the work.