3rd Line IT Engineer

As a Lead IT Engineer, you will serve as the final escalation point for technical issues across our client base. You’ll work on the most complex incidents, assist in service design and delivery, deliver a wide range of IT projects, such as Microsoft 365 migrations, infrastructure upgrades, networking installations, and act as a technical reference point for the service desk. This role is ideal for a senior engineer with strong all-round knowledge, excellent troubleshooting ability, and a proactive mindset for continuous improvement., Act as the highest escalation point for technical incidents and service requests.

• Troubleshoot and resolve complex issues across infrastructure, networks, cloud, servers, firewalls, and endpoint management.

• Perform root cause analysis for recurring or critical issues and implement permanent fixes.

• Handle advanced onboarding, migrations, and client infrastructure projects where required.

• Support, guide and mentor all engineers on complex issues and personal development.

• Lead on difficult or high-priority client cases, maintaining calm under pressure.

• Assist with creating and maintaining internal knowledge base and documentation.

• Liaise with vendors and suppliers for support escalations and service issues.

• Communicate with clients clearly, particularly around complex technical issues, ensuring confidence and understanding.

• Support the Account Management team with technical insight when reviewing client environments.

• Deliver technical tasks within client projects including configuration, migration, implementation, and testing.

• Work on Microsoft 365, networking, server and endpoint projects.

Do you have experience in Root cause analysis?, 5+ years in IT support roles.

• Broad technical experience across Windows Server, Microsoft 365, networking (DNS, DHCP, routing), firewalls, cloud technologies, and backup solutions.

• Experience with RMM and PSA tools.

• Strong diagnostic, troubleshooting and decision-making skills.

• Calm, structured approach to problem-solving with a high attention to detail.

• Able to mentor others and contribute to the improvement of the overall service function.

• Relevant industry certifications (e.g. Microsoft, Cisco, CompTIA) are desirable., * IT support: 5 years (required)

Pulled from the full job description

• Employee mentoring programme
• Employee discount
• Bereavement leave
• Gym membership
• Free parking
• Company pension

• Private medical insurance, Private healthcare Access to private medical cover for faster treatment and peace of mind.

• 33 days holiday per annum, including bank holidays and your birthday off Generous holiday allowance to help you rest, recharge and celebrate.

• Professional development plans Structured plans to support your career growth and long-term goals.

• 8 hours of training per month Dedicated time each month for learning, development, or certifications.

• Funded qualifications We cover the cost of relevant professional qualifications to support your progression.

• Employee of the Quarter scheme, with the potential to win substantial prizes Quarterly recognition programme to reward high performers.

• Company events and nights out Regular team socials and celebrations throughout the year.

• Discounted gym membership Stay active with discounted access to local gyms.

• Perkbox rewards account, providing a range of discounts Nationwide perks and everyday savings through your Perkbox membership.

• Mental health support Access to mental wellbeing resources and confidential support through our healthcare provider.

• Pension contribution Company contributions to help you plan for the future.

• Free onsite parking No daily parking stress, just pull up and walk in.

• Large, modern office with breakout room A bright, spacious workspace with breakout areas for collaboration and downtime., * Bereavement leave

• Canteen
• Company events
• Company pension
• Employee mentoring programme
• Free parking
• Gym membership
• On-site parking
• Private medical insurance