3Rd Line Engineer

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

Job summary

A leading tech company based in New Milton seeks a Third Line Technician to provide advanced technical support with a focus on cloud solutions and SIP-based communications. Ideal candidates will have a strong background in both Linux and Windows environments as well as experience with AWS. This role includes a hybrid working model and competitive benefits including generous holiday and pension contributions.

Benefits

161 hours holiday rising to 175

Employee discounts

24/7 employee assistance programme

Cycle to work incentive

Pension Scheme up to 4% matched

Free on-site parking

Qualifications

• 3-5 years in IT support, managing escalated issues.
• Strong knowledge of Linux and Windows systems.
• Experience with cloud services and SIP communication.

Responsibilities

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

Skills

Advanced troubleshooting

Linux and Windows systems

AWS infrastructure

SIP, VoIP, and VoLTE

Node.js application support

Communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

Wireshark

Job description

Overview

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

Responsibilities

• 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 on