3Rd Line Engineer

Reed; New Milton; Hybrid; GBP 31,000 - 37,000; Full time

Job summary

A leading recruitment agency in the UK is seeking an experienced Third Line Technician to provide advanced IT support and manage complex technical issues. The ideal candidate will have 3-5 years of experience in IT support, strong expertise in Linux and Windows, and be proficient in AWS services. This role offers a competitive salary, benefits, and a hybrid working arrangement.

Benefits

Holiday entitlements

Discounts on various services

Employee assistance programme

Pension Scheme

Free on-site parking

Qualifications

• Experience of at least 3-5 years in second or third-line IT support.
• Strong knowledge of Linux and Windows systems.
• Experience with AWS infrastructure and cloud services.

Responsibilities

• Resolve complex hardware, software, and network issues.
• Troubleshoot server issues across cloud and on-premise environments.
• Maintain and troubleshoot SIP-based communication systems.

Skills

Problem-solving

Communication

Linux systems

Windows systems

FreeSwitch

AWS infrastructure

SIP, VoIP, VoLTE

Node.js application support

Education

Bachelor’s degree in Computer Science, IT, or related field

Tools

Wireshark

Packet analysers

Job description

Third Line Technician

• Annual Salary: Up to £37,000, dependent on experience
• Location: Hampshire
• Job Type: Full-time – hybrid
• Hours: 35 hours per week, Monday to Friday 09:00-17:00, plus on-call rota

Third Line IT Service Desk Technician, where you will play a pivotal role in maintaining the seamless operation of our IT infrastructure by resolving complex technical issues escalated from first- and second-line support.

Day-to-day of the role:

Advanced Technical Support:

• Resolve complex hardware, software, and network issues escalated from lower-tier support.
• Conduct root cause analysis and implement long-term solutions.
• Manage high-impact incidents to ensure minimal business disruption.

Server & Application Support:

• Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments.
• Support applications written in Node.js and manage FreeSwitch systems.
• Apply over-the-air firmware updates and monitor system performance.

SIP, VoIP & Network Management:

• Maintain and troubleshoot SIP-based communication systems including VoIP and VoLTE.
• Configure SIP trunks and resolve complex call routing and quality issues.
• Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.

Knowledge Sharing & Documentation:

• Mentor junior technicians and contribute to internal training.
• Create and maintain detailed documentation and system diagrams.

Vendor & Supplier Liaison:

• Collaborate with third-party vendors to resolve technical issues.
• Assist in managing SLAs and ensuring service quality.

Required Skills & Qualifications:

• Proven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.
• Strong knowledge of Linux and Windows systems, and experience with FreeSwitch.
• Experience with AWS infrastructure and cloud services.
• Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.
• Proficiency in Node.js application support and server diagnostics.
• Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analysers.
• Excellent problem-solving and communication skills.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Certifications such as Microsoft Certified: Azure Administrator, or equivalent.

Benefits:

• 161 hours holiday rising to 175 hours with length of service plus Bank Holidays.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
• 24/7 employee assistance programme with an easily accessible app.
• Family and friends’ discounts on our services & products.
• Cycle to work incentive.
• Pension Scheme, up to 4% Company matched.
• Free on-site parking.

If you are interested in this position please apply online or for more information please contact me.