3rd Line Support Engineer

3rd Line Support Engineer
Location: 2 days p/week from home. Main office is in Solihull but some trips to Doncaster (1-2 times every fortnight) will be needed.
Salary: £32,000 £35,000
Hours: 09 00

A growing UK technology and communications provider is looking for a 3rd Line Support Engineer to join its technical support team. The business delivers managed IT, cloud, connectivity and security services to organisations across the UK and has expanded significantly through growth and acquisitions in recent years.

This role sits within the service desk function and acts as the technical escalation point for complex issues. You ll work closely with the 2nd Line team, resolving advanced technical problems across infrastructure, networking, cloud platforms and end-user environments while ensuring service levels are maintained.

• Act as the escalation point for complex issues from the 2nd Line support team

• Troubleshoot and resolve infrastructure, network and desktop support incidents

• Manage support tickets through to resolution while meeting SLA targets

• Use remote monitoring and support tools to diagnose and fix technical issues

• Maintain accurate documentation for systems, incidents and solutions

• Work with third-party vendors to resolve incidents when required

• Share knowledge and solutions with the wider support team

• Around 3+ years experience in a service desk or IT support environment

• Strong Windows 10/11 and desktop support experience

• Experience supporting Windows Server environments

• Good understanding of Microsoft 365 (Azure, Intune)

• Experience troubleshooting network connectivity issues (VPN, VLANs, WAN, WiFi, firewalls)

• Exposure to virtualisation technologies such as VMware or Hyper-V

• Experience with backup solutions and monitoring tools

• Strong problem-solving skills and ability to prioritise multiple tickets

• Firewall technologies such as SonicWall or FortiGate

• Virtual desktop technologies (e.g. Citrix)

• Backup solutions such as Veeam or Redstor

• Exposure to cyber security or endpoint protection platforms

• Experience supporting education environments

• Join a rapidly growing managed services provider

• Work with a wide range of modern infrastructure and cloud technologies

• Opportunity to develop technical expertise within a fast-paced support environment