3rd Line IT Support Engineer

An MSP based in Stoke-on-Trent is looking for an experienced 3rd Line IT Support Technician to manage complex support tickets escalated from 1st and 2nd line engineers, perform advanced troubleshooting, and resolve a wide range of technical issues across client environments.

This role is ideal for a proactive problem-solver with deep technical expertise in IT infrastructure, who thrives in a fast-paced MSP environment and is dedicated to delivering exceptional customer service.

As the 3rd Line IT Support Technician your key responsibilities will be

• Handle complex incident and problem tickets escalated from 1st and 2nd line engineers.
• Provide advanced troubleshooting and root cause analysis for hardware, software, server, and network related issues.
• Act as a senior point of contact within the service desk, offering mentoring and technical guidance to junior engineers and apprentices.
• Maintain clear and detailed technical documentation and contribute to the knowledge base.
• Liaise with clients to provide updates and explanations regarding ticket resolution progress.
• Champion service desk efficiencies and support process improvements.
• Ensure all work adheres to internal SLAs and complies with industry best practices.
• Support the team in meeting service desk KPIs by helping maintain manageable ticket volumes and ensuring timely resolution of issues.

The 3rd Line IT Support Technician will be able to demonstrate the following skills and attributes:

• Proven experience in a senior or 3rd line IT support role, with at least 5 years in technical support and 2+ years at a senior level, ideally within a Managed Service Provider (MSP) environment.
• Advanced knowledge of Microsoft Windows Server platforms and domain infrastructure including Active Directory, Group Policy, DNS, and DHCP.
• Strong hands-on experience with Microsoft 365 services, including Exchange Online, SharePoint, and Azure AD (Entra ID), with exposure to Conditional Access, Intune, and Defender for Endpoint.
• Proficient in managing virtualization technologies such as VMware ESXi and Microsoft Hyper-V.
• Confident in configuring and maintaining firewalls, with a strong understanding of network security best practices and cybersecurity principles.
• Skilled in implementing and managing backup solutions and disaster recovery plans.
• Excellent analytical, diagnostic, and problem-solving skills, with the ability to manage escalations independently and work with minimal supervision.
• Familiarity with ITSM frameworks, ideally with ITIL Foundation certification or working knowledge of service management best practices.
• Experience with networking and hardware vendors such as Ubiquiti Unifi, Watchguard, SonicWall, Draytek, Ruckus, TP-Link, and Synology.
• Bachelors degree in Computer Science, Information Technology, or a related discipline (preferred but not essential).

Your work will mainly be remote and ticket-based, occasional on-site visits may be required to meet specific client needs.

Appointment will be subject to right to work checks and satisfactory references.

If this sounds like the 3rd Line IT Support Technician position for you, click apply now and send us your CV!