2nd Line/3rd Line IT Support Engineer


Permanent / £38,000 per annum

Our client (a global IT MSP) are looking for an experienced 3rd Line Support Engineer to be based in their West Sussex office 3 days per week, to work as part of a team to provide 3rd line technical support to their clients. To maintain a high degree of client service ensuring responses are accurate and within SLA. Act as an escalation point for their 2nd line team, you will be required to take escalations, understand the problem, resolve, and perform root cause analysis for varying technical issues. Your role will involve direct technical support for all services to maintain a high level of support across their client base. You may be required to travel to our client sites in and around the UK. Full drivers licence is essential.


1. Broad experience of the entire solution stack from Data Centres and Networks through to Operating Systems and Databases from within an internet and/or enterprise infrastructure solutions environment based around Virtual Desktop, ESX/ VMware, Microsoft, Routing/ Switching, Back-Up, Business Continuity/ Replication, and Storage technologies.

2. Act as advisor and technical problem solver by being proactive in resolving escalated enquiries and issues.

3. Support senior management to encourage and enforce the application of industry working standards amongst the other Engineering Teams

4. Work with senior management and internal teams to build and maintain trusted advisor status with new and existing customers, suppliers and vendors.

5. Awareness of Products, Systems, Service Levels.

6. Managing the lifecycle of ticket in accordance with the companies internal processes

7. Proactively monitor alerts across various systems to identify developing problems.

8. Ensure KPIs, service level agreements and operational level agreements are achieved to the standard required by the company.

9. Attend client sites as required by the needs of the business.

10. Ownership of incidents and necessary progression of incidents, including liaison with other technical teams to a deep level of triage and investigation

11. Participate in infrastructure installation, hardware refresh and other projects as occasion demands.

12. Excellent problem-solving skills with the ability to identify root causes for reported issues and implement change-controlled changes.

13. Ensure all time sheets and ticket updates are accurate.

14. Adhere to company policies and procedures.

15. Proactive, lateral thinker with the ability to think outside the box.

Experience and attributes required:

1. Highly motivated and focused team player

2. Demonstrate excellent understanding of networking with the ability to troubleshoot/install various technologies:
At least 5 years commercial IT support experience in
a) MS server and desktop
b) Networking admin skills
c) MS Office 365
d) High level of understanding Cloud based technologies – Azure, Office 365
e) Experience of SRX Firewall installations
f) Experience in switch installation
g) Admin and troubleshooting

3. Exhibit excellent time management and organisational skills – commitment to work to tight deadlines coupled with the drive to work on several assigned service tickets.

4. Microsoft Windows (all versions) experience to a high level.

5. Mobile device management

6. Sharepoint 2016 administration

7. Firmware and OS maintenance, including Microsoft and 3rd party patching.

8. Active directory and group policy

9. Experience of providing remote user support

10. Experience in installing, configuring and troubleshooting Windows 8 and 10

11. Understanding of data protection and data security

12. Communicate complex technical ideas effectively to all levels within the business and stakeholders.

13. Strong knowledge of Information Technology concepts, legislation and systems including software and best practice.

14. Keep up to date with all the latest changes and developments.

15. Attention to detail with strong written and verbal communication skills.

16. Excellent documentation skills

Although not essential, it would be advantageous to have experience with the following;
1. ConnectWise

Working Hours: For the initial 3-4 weeks you will be 9-5 then shifts will be as follows…

• 07:00 – 15:30
• 08:00 – 16:30
• 09:00 – 17:30
• 10:00 – 18:30

Apply Now!!!!

Tom Jarvis

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Tom Jarvis

Delivery Director

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