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# 3rd Line Support Engineer

- **Company:** Wavenet
- **Location:** Cheswick Green, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Active Directory, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Networking Hardware, Networking Basics, Remote Access Technology, Server Administration, TCP/IP, Virtual Local Area Networks, Virtualization Technology, Windows Desktop, Firewalls (Computer Science), Server Operating Systems & Platforms, Vmware
- **Published:** August 30, 2026
- **Apply:** https://www.collegerecruiter.com/job/2815465591-3rd-line-support-engineer

## About the Role

You'll be an experienced support professional with a strong technical background and the confidence to take ownership of challenging issues.

Essential experience includes:

 * Proven experience in a senior / 3rd line IT support role, ideally within an MSP environment
 * Windows desktop and server operating systems
 * Server administration (Active Directory, Group Policy, core infrastructure services)
 * Networking fundamentals: TCP/IP, DNS, DHCP, VLANs and VPN technologies
 * Firewalls, switches and general network devices
 * Virtualisation technologies (VMware, Hyper-V or similar)

Desirable (but not essential):

 * Experience with security tooling or security-focused troubleshooting
 * Mentoring or coaching junior engineers

## Description

As a Senior Support Engineer, you'll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role - you'll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds.

You'll work across modern on-prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You'll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support.

This role is based at our Solihull head office.

What You'll Be Doing

 * Acting as the technical escalation point for 1st and 2nd line engineers
 * Owning and resolving complex incidents and problems through to completion
 * Providing expert support via tickets, telephone, email and remote access
 * Performing in-depth troubleshooting across infrastructure, cloud and EUC platforms
 * Carrying out root cause analysis and recommending long-term improvements
 * Managing and prioritising multiple issues while working within SLA commitments
 * Monitoring and responding to alerts generated by remote monitoring tools
 * Maintaining accurate documentation, knowledge articles and customer records
 * Identifying opportunities to reduce recurring incidents and improve service delivery
 * Supporting continuous improvement initiatives across tools, processes and standards

Communicating clearly with customers, translating technical detail into business-friendly language


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