3rd Line Engineer

They are looking for an experienced 3rd Line IT Engineer to join their technical team and take ownership of complex escalated issues across customer environments. This is a senior technical role suited to someone who enjoys troubleshooting challenging infrastructure issues, working with modern Microsoft technologies and getting involved in technical projects and service improvements. What You’ll Do:

• Provide 3rd line technical support across a range of customer environments
• Take ownership of complex and escalated technical issues
• Support and maintain Windows Server and Microsoft 365 environments
• Manage and troubleshoot Active Directory, Group Policy and user administration
• Diagnose complex networking issues including DNS, DHCP, TCP/IP, VPNs and firewalls
• Support cloud infrastructure and Microsoft Azure environments
• Troubleshoot server, desktop, hardware and software issues
• Assist with Microsoft 365 administration and migrations
• Support backup, disaster recovery and security solutions
• Lead or contribute to infrastructure upgrades, migrations and technical projects
• Provide remote and occasional onsite technical support
• Work closely with customers to understand and resolve technical issues
• Mentor and support 1st and 2nd line engineers where required
• Maintain technical documentation and knowledge base information
• Identify recurring issues and contribute to improvements in service delivery

• Strong commercial experience in a 3rd Line IT Engineer, Senior IT Engineer or similar role
• Excellent knowledge of Microsoft 365 and Windows Server
• Strong Active Directory and Group Policy experience
• Good understanding of networking technologies including DNS, DHCP, TCP/IP, VPNs and firewalls
• Experience with Microsoft Azure and cloud-based infrastructure
• Strong troubleshooting and problem-solving skills
• Experience with backup and disaster recovery technologies
• Good understanding of IT security and best practice
• Experience working on infrastructure upgrades, migrations or technical projects
• Excellent communication and customer-facing skills
• Ability to take ownership of complex technical issues and see them through to resolution
• Previous MSP or managed services experience would be advantageous

• Salary up to £45,000
• Hybrid working in Cheltenham
• Join an established and growing IT services business
• Work across a varied range of customer environments
• Exposure to Microsoft, Azure, cloud, networking and infrastructure technologies
• Opportunity to work on significant technical projects
• Supportive and experienced technical team
• Opportunity to mentor junior engineers
• Clear scope for continued technical and career development