3rd Line Engineer

Razorblue Group; Manchester; Hybrid; GBP 39,000 - 42,000; Full time

Benefits offered by this job

Base salary £39k–£42k per annum

Hybrid working

Private Health Insurance

Birthday off

Maternity/paternity leave enhancements

Fully funded training & accreditations

Two paid charity days

Cycle to Work scheme

EV scheme

Job summary

Razorblue Group is seeking a seasoned 3rd Line Engineer to join our growing tech team in the UK. You will act as the senior escalation point, resolving complex infrastructure, cloud, and end-user issues while ensuring SLA-aligned delivery.

The role requires strong MSP/enterprise IT support experience and deep knowledge of Microsoft 365, Azure, Windows Server and Active Directory, with a focus on automation, documentation, and continual service improvement.

Qualifications

• Significant experience within an MSP or enterprise IT support environment.
• Strong experience supporting Microsoft 365, Azure, Windows Server and Active Directory.
• Experience with virtualisation, backup and disaster recovery technologies.
• Strong networking, firewall and infrastructure troubleshooting skills.
• Knowledge of ITIL service management principles and incident management processes.
• Experience with PowerShell automation and technical documentation.
• Experience with Citrix, SANs and server hardware (desirable).
• Experience supporting security and compliance technologies (desirable).
• Involvement in major incident management (desirable).
• Strong organisation and prioritisation skills, with the ability to work independently and manage complex technical issues.
• Strong communication, and relationship-building skills with a people centric approach & service.
• Excellent conversational fluency in English is required to clearly explain complex technical issues.

Responsibilities

• Act as the senior technical escalation point for complex incidents and service requests by performing advanced troubleshooting across infrastructure, cloud and end-user technologies.
• Diagnose and resolve server, network, virtualisation, security and Microsoft 365 issues.
• Support major incidents, changes and maintenance activities, whilst ensuring service delivery meets agreed SLAs.
• Investigate monitoring alerts and prevent service disruption.
• Assist with root cause analysis and manage vendor escalations.
• Contribute to continual service improvement initiatives and technical standards.
• Maintain technical documentation, knowledge articles and operating procedures.
• Identify opportunities for automation and enhanced monitoring capabilities.
• Provide technical guidance and support to 1st and 2nd Line Engineers, sharing your knowledge, promoting best practice and supporting team development

Skills

MSP/enterprise IT support experience

Excellent customer-facing and English沟

Tools

Microsoft 365

Azure

Windows Server

Active Directory

PowerShell

Citrix

SANs

Server hardware

Security & compliance technologies

Job description

Razorblue Role

We are looking for a

• Act as the senior technical escalation point for complex incidents and service requests by performing advanced troubleshooting across infrastructure, cloud and end-user technologies.
• Diagnose and resolve server, network, virtualisation, security and Microsoft 365 issues.
• Support major incidents, changes and maintenance activities, whilst ensuring service delivery meets agreed SLAs.
• Investigate monitoring alerts and prevent service disruption.
• Assist with root cause analysis and manage vendor escalations.
• Contribute to continual service improvement initiatives and technical standards.
• Maintain technical documentation, knowledge articles and operating procedures.
• Identify opportunities for automation and enhanced monitoring capabilities.
• Provide technical guidance and support to 1st and 2nd Line Engineers, sharing your knowledge, promoting best practice and supporting team development

Razorblue Role

We are looking for a 3rd Line Engineer to join our growing team of like-minded tech people. Should you choose to accept, your responsibilities will encompass:

• Act as the senior technical escalation point for complex incidents and service requests by performing advanced troubleshooting across infrastructure, cloud and end-user technologies.
• Diagnose and resolve server, network, virtualisation, security and Microsoft 365 issues.
• Support major incidents, changes and maintenance activities, whilst ensuring service delivery meets agreed SLAs.
• Investigate monitoring alerts and prevent service disruption.
• Assist with root cause analysis and manage vendor escalations.
• Contribute to continual service improvement initiatives and technical standards.
• Maintain technical documentation, knowledge articles and operating procedures.
• Identify opportunities for automation and enhanced monitoring capabilities.
• Provide technical guidance and support to 1st and 2nd Line Engineers, sharing your knowledge, promoting best practice and supporting team development

Our perfect candidate should have a wealth of knowledge spanning various technologies and being able to use these skills to troubleshoot and deliver five star solutions that keep our clients happy is a must! Customer service is paramount to us, which is why we only look for candidates with excellent customer facing skills and the ability to communicate effectively. Your friendly tech-savviness will truly shine here.

Razorblue Requirements

We know its unrealistic to find someone who ticks all of these boxes (extra points if you do), which is why we seek those eager to develop over time through our development resources and peer learning. If this aligns with your own personal growth mindset, we would love you to apply.

• Significant experience within an MSP or enterprise IT support environment.
• Strong experience supporting Microsoft 365, Azure, Windows Server and Active Directory environments.
• Experience with virtualisation, backup and disaster recovery technologies.
• Strong networking, firewall and infrastructure troubleshooting skills.
• Knowledge of ITIL service management principles and incident management processes.
• Experience with PowerShell automation and technical documentation.
• Experience with Citrix, SANs and server hardware (desirable).
• Experience supporting security and compliance technologies (desirable)
• Involvement in major incident management (desirable).
• Strong organisation and prioritisation skills, with the ability to work independently and manage complex technical issues.
• Strong communication, and relationship-building skills with a people centric approach & service
• Excellent conversational fluency in English is required to clearly explain complex technical issues

Continuous learning and development are central to our culture, and we heavily invest in elevating our people, not just hiring those already at an expert level.

Razorblue Gives

Working for an IT partner isn’t for the faint hearted, it requires drive, passion for technology, collaboration, and a drive to innovate.

If you want to learn more about the IT domain as a whole or specialise in one particular area, you can do that here. We are not looking for the most qualified people, but people who have a true drive to learn and a passion for the technology sector. Our learning and development opportunities, combined with our team's drive for growth, result in a high volume of promotions granted year after year.

We operate a hybrid working policy across most roles and often get asked why we haven’t made the decision to go fully remote… For us, natural learning opportunities are invaluable and office working enables this and has also inspired our collective culture of teamwork.

Our Other Benefits Include

• Base salary of £39,000.00 to £42,000.00 per annum depending on skills and knowledge
• Hybrid working (50% after the probation period).
• Flexible working to suit your work life fit
• 25 days holidays per annum + public holidays + the ability to purchase 10 more
• Private Health Insurance with Vitality Health
• Your birthday off
• Enhanced maternity, paternity, adoption leave + baby bonus
• Fully funded training and accreditations to expand your skillset
• Two paid charity volunteering days per year
• Discounted Broadband
• Life insurance
• Quarterly team social fund
• Cycle to Work scheme
• Gear up with the latest tech toys through our partnership with Currys
• Cruise around in an eco-friendly electric car with our EV Scheme

We're committed to creating an inclusive and accessible recruitment process. Please don't hesitate to reach out if you require any reasonable adjustments to participate in our application or interview process. We're here to support you.

Our story began in the early 2000’s with one employee, 17 year old, (now CEO) Dan. We’ve grown a bit since then, razorblue now has over 170 employees across the UK, 7 offices, 500 clients across the UK, and a trophy cabinet bursting with awards.

Our astonishing 35% year-on-year growth can be attributed to the powerful impact of the ongoing wave of digital transformation and to the dedication of our amazing team.

We stay ahead of the curve, adopting the latest technologies and working in partnership with industry leading suppliers.

Our Managed IT Services provide 24/7 proactive support for our clients with a specialist in-house service team based in the UK. We are all about finding expert technology solutions for complicated business problems using our unique and comprehensive, end-to-end product portfolio.

We have the best people working for us, and we want them to grow and flourish. We invest heavily in our internal teams giving them plenty of opportunities to develop and progress.

As a result of people development, our employees stick around. #teamrazorblue use their expertise in innovative ways to help our clients grow and succeed through new technologies.