3rd Line Support Engineer

You’ll join a senior technical support function where the focus is on complex escalations, infrastructure improvement and occasional project work. It’s a hands-on role with plenty of technical ownership, working across a varied range of customer environments.

The Role

You’ll take ownership of technically challenging issues escalated from 1st and 2nd line, investigating them through to resolution or a clear escalation path.

That could involve troubleshooting across:

• Windows Server, Active Directory, Group Policy, DNS and DHCP
• Microsoft 365, including Entra ID, Exchange Online, Teams and Conditional Access
• Hyper-V and VMware environments
• Citrix and Microsoft Remote Desktop Services
• Networking, VPNs, firewalls, WAN connectivity and TCP/IP
• Backup, recovery and business continuity
• Cloud infrastructure and security

You’ll also get involved in planned maintenance, patching, configuration changes, infrastructure improvements, customer migrations and onboarding projects.

A big part of the role is ownership.

You’ll keep tickets moving, communicate clearly with customers and colleagues, recognise when something needs escalating, and make sure recurring problems lead to a proper fix rather than the same issue being dealt with repeatedly.

You’ll also support 1st and 2nd line engineers through technical guidance, knowledge sharing and useful documentation., We’re particularly interested in people who can:

• Take ownership of complex technical issues
• Troubleshoot logically when the answer isn’t immediately obvious
• Communicate technical information clearly to customers
• Stay organised when dealing with competing priorities
• Remain calm during outages and business-critical incidents
• Recognise when to escalate and provide useful technical evidence
• Share knowledge and help less experienced engineers develop

Experience working within an MSP, managed cloud services provider or similarly multi-customer support environment is important. Experience operating at 3rd line or senior technical support level is preferred.

The package

• 22 days’ annual leave, rising to 25 days
• 5% performance-based bonus
• Company phone and laptop
• In-house and external training
• Opportunities for technical development and career progression
• Frequent team social events

The role is office-based in Nutfield, five days a week, with occasional paid overtime where operational incidents, maintenance or project activity requires it.

If you’re an experienced 3rd Line Support Engineer who enjoys getting to the bottom of difficult technical problems rather than simply passing them on, this could be a good opportunity to explore., You’ll need strong experience supporting Microsoft and infrastructure environments, together with the ability to troubleshoot problems that cross multiple systems or suppliers., If you’re looking for a senior support role where you can stay hands-on, take ownership of difficult problems and continue developing technically, we’d be happy to hear from you., * 3rd line

• escalations