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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Engineer (Level 3) - **Company:** Stonemere IT - **Location:** Kingston upon Hull, UK (Remote available) - **Experience:** Expert - **Salary:** £34,000.0 - £40,000.0 - **Contract:** Permanent contract - **Skills:** Proxmox, Microsoft Windows, Active Directory, Android Software Development, Apple IOS, Apple Mac Systems, Application Services, VoIP, Business Software, Cyber Security, Linux, File Systems, Hyper-V, Network Security, Windows Servers, Remote Desktop Services, Transmission Control Protocol (TCP), Data Storage Technologies, Cloud Platform System, Sonicwall, Information Technology, Network Server, Cisco, Vmware - **Published:** May 23, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=eac2e67f21252607 ## About the Role Do you have a valid Driving License license?, Do you have experience in macOS?, * Experience: A minimum of 5 years' experience in an IT support role, ideally with at least one at a Level 3 position. * Technical Skills: * Expert knowledge of Windows operating systems and Microsoft 365 platforms/applications. * Highly experienced with Windows server environments (Roles, Active Directory, Group Policy etc). * Detailed understanding of common IT hardware and devices, including internal components. * Solid understanding of TCP/IP networks and related hardware. * Solid understanding of VOIP telephony systems. * Solid understanding of file storage, backup and disaster recovery principles and solutions. * Highly experienced with virtualisation platforms (Hyper-V, VMware, Proxmox etc). * Experience with other operating systems for both desktop and mobile (Linux, MacOS, iOS, Android etc.) * Familiarity with common business applications (Sage, Remote Desktop Services, meeting solutions, printing solutions etc.) * Keen awareness of key Cyber-Security principles. * Very strong technical troubleshooting and problem-solving abilities. * Customer Service Skills: * Customer-focused approach to working - putting the customer first and seeing things from their perspective. * Professional and friendly demeanour and telephone manner. * Excellent written communication skills. * Able to communicate effectively and explain technical topics in ways that make sense to each customer. * Organised: Ability to work in a fast-paced environment and manage multiple tasks. * Analytical Thinker: Ability to analyse issues and develop solutions. * Team Player: Supportive of colleagues with a willingness to collaborate and help the team. * Proactive: Self-motivated with a strong work ethic and a proactive approach to working. * Keen Interest: A desire to learn more and keep up to date with the latest in technology. * A valid UK driving license and own vehicle: Necessary for attending customer sites where required., * Previous experience of working in a Managed Service Provider (MSP). * Previous experience of working with within SonicWall and Ubiquiti based networks. * Microsoft Certified to Associate or Expert level. * SonicWALL Network Security Administrator (SNSA). * Cisco Certified Network Associate (CCNA) or equivalent. * ITIL Foundation or other relevant service management qualifications. * Level 4 qualification in IT related subject. ## Description We're recruiting for a senior role within our Service Desk Team. Working with our other Level 3 engineers, you'd be responsible for resolving complex technical issues, handling escalations from within the team, assisting with the implementation of infrastructure changes, and providing expertise across all areas of the business. As such, candidates are required to have excellent technical and troubleshooting skills that draw from extensive knowledge of operating systems, networking, servers, client devices, cloud systems and backup/data storage solutions., * 3rd Line Support: Perform advanced troubleshooting and provide resolutions for complex IT issues. * Escalation Management: Act as the highest point of escalation in the Service Desk team to support our Level 1 and Level 2 engineers. * Incident Management: Manage and resolve high-priority incidents, ensuring minimal downtime and disruption. * Problem Management: Identify recurring issues, perform root cause analysis, and implement permanent solutions. * System Administration: Maintain and administer critical IT systems, including servers, networks, storage solutions and applications. * Third-Party Collaboration: Work with external IT teams and vendors to resolve issues, implement changes and improve service delivery. * Customer Service: Deliver excellent customer service, ensuring all interactions are professional and effective, and the customer kept updated and informed. * Documentation: Create and maintain detailed technical documentation for IT processes and procedures. * Project Involvement: Participate in IT projects, providing technical expertise for system upgrades, deployments, migrations and client onboardings. * Quotations: Help to generate appropriate quotations for the supply of hardware and software, utilising your knowledge to accurately tailor options to meet customer requirements. * Mentoring and Training: Provide guidance and training to other engineers, sharing knowledge and best practices through structured training sessions and daily interactions. * Shift Working: Work as part of a weekly shift rotation, alternating between an 'early shift' (07:00-16:00) and a 'late shift' (10:00-19:00), including a 1-hour lunch break, with the option for remote working. * On-Call Cover: Provide escalation assistance to engineers covering our 24/7 emergency support service, as part of a weekly on-call rota (currently 1 in every 5 weeks). ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Fullstack Developer Salary UK](https://www.wearedevelopers.com/magazine/251-fullstack-developer-salary-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)