2nd / 3rd Line Support Engineers

IP-People; West Hallam; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Pension

Benefits

Team socials

Job summary

IP-People is seeking a customer-centric 2nd/3rd Line Engineer to handle complex escalations across a varied tech stack, including cloud, networking, and end-user environments.

You’ll be the go-to escalation point, owning incidents end-to-end and driving service improvements. This role offers progression, training, and exposure to a broad technical estate within a supportive culture.

Qualifications

• Experience as 2nd/3rd line engineer handling complex escalations.
• Able to troubleshoot across cloud, infrastructure and networking.
• Strong focus on customer experience and incident ownership.

Responsibilities

• Troubleshoot and resolve escalated technical incidents.
• Perform fault diagnosis and root cause analysis.
• Manage tickets within SLA with clear documentation.
• Collaborate with customers, vendors and third parties to resolution.
• Drive knowledge sharing, process improvements and automation initiatives.

Skills

Escalation handling

Root cause analysis

Customer service

Scripting & automation

Networking fundamentals

Microsoft 365

Windows Server

Tools

Microsoft 365

Windows Server

Networking

Backup & DR

Automation & scripting

Job description

Are you a customer centric, experienced 2nd Line or 3rd Line Engineer? Do you prefer working on complex escalations? Enjoy working in a varied tech stack? If so, please see below..

We’re working with a fast-growing, people-first Managed Services provider that is investing heavily in its technical support function and looking to hire a 2nd/3rd Line Engineer.

They are looking for technically strong support professionals who enjoy solving complex issues, taking ownership, and delivering an outstanding customer experience. Whether you’re an established 2nd Line Engineer ready to step up, or an experienced 3rd Line Engineer looking to lead on critical escalations and service improvement, this business offers genuine progression, training, and exposure to a broad technical estate.

The Role

You’ll support a diverse customer base, troubleshooting and resolving escalated technical issues across cloud, infrastructure, networking, and end-user environments.

• Act as a key escalation point for support, resolving technical issues and building technical breadth
• Take ownership of complex incidents, perform root cause analysis and drive service improvement

Key Responsibilities

• Troubleshoot and resolve escalated technical incidents
• Perform fault diagnosis and root cause analysis
• Manage tickets within SLA, maintaining clear documentation
• Work with customers, vendors, and third parties to resolution
• Support knowledge sharing, process improvement, and automation initiatives

Technical Environment

You’ll work across technologies including:

• Microsoft 365
• Windows Server
• Networking – DNS, DHCP, VLANs, VPNs, firewalls, switching
• Backup and DR
• Scripting and automation

What’s On Offer

• Clear progression and training support
• Pension, benefits, and team socials
• Exposure to varied technologies and customers
• A collaborative, ambitious, and genuinely supportive culture

Whether you’re a strong 2nd Line Engineer ready for the next step or an established 3rd Line Engineer looking for greater technical ownership, this is an excellent opportunity to join a business that genuinely invests in its people. I look forward to hearing from you.