3rd Line Engineer

JR United Kingdom; Sunderland; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a skilled 3rd Line Support Engineer to provide exceptional technical support. This role offers a chance to resolve complex IT incidents, maintain systems, and ensure service levels are met. You'll enjoy the autonomy to grow technically while working with modern technologies. The position promises a dynamic environment where your proactive approach and strong interpersonal skills will shine. If you're ready to take your career to the next level and thrive in a fast-paced setting, this opportunity is perfect for you.

Benefits

Company pension

Sick pay

Funded training and certification support

Qualifications

• Strong knowledge of Microsoft 365, Azure, Intune, and SharePoint.
• Experience with Windows Server and SQL Server environments.

Responsibilities

• Deliver 3rd line support across IT systems and applications.
• Manage incidents via phone, email, and helpdesk system.

Skills

Microsoft 365

Azure

Intune

SharePoint

Windows Server (2016–2022)

SQL Server

Windows 10/11

IT security

Networking

ITIL frameworks

Education

Azure and Microsoft certifications (e.g. AZ-900, MS-900)

Tools

Endpoint protection platforms

Helpdesk system

Job description

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We’re looking for a skilled 3rd Line Support Engineer to provide high-quality technical support to both internal and external users. You’ll be responsible for resolving complex IT incidents efficiently, maintaining systems, hardware, and applications, and ensuring service levels are consistently met. This role offers autonomy, opportunities to grow technically, and exposure to a variety of modern technologies.

Key Responsibilities

• Deliver 3rd line support across IT systems, hardware, and applications.
• Manage incidents via phone, email, Teams, and our helpdesk system
• Prioritise and resolve incidents to meet SLA targets, aiming for first-time fixes.
• Perform controlled live changes in line with change management protocols.
• Provide technical guidance to users and mentorship to support engineers.
• Suggest and implement technical/process improvements.
• Liaise with third-party providers and internal stakeholders.
• Occasionally travel to UK-based sites for remote support.

Technical Requirements

• Strong knowledge of:
• Microsoft 365, Azure, Intune, SharePoint, and Entra ID (Active Directory).
• Windows Server (2016–2022), SQL Server, Windows 10/11.
• Endpoint protection platforms, network protocols and web/application filtering.
• Experience with device builds, deployment via Intune, and printer/mobile support.
• Good understanding of IT security and vulnerability management.
• Azure and Microsoft certifications (e.g. AZ-900, MS-900).
• Experience supporting firewalls and working within ITIL frameworks.
• Strong networking and infrastructure knowledge.

Profile

• Customer-focused with a proactive, analytical approach.
• Strong interpersonal skills and the ability to build professional relationships.
• Able to manage workload independently and thrive in a fast-paced environment.
• Full UK driving licence and willingness to travel to remote sites when needed.
• Competitive salary (DOE)
• Company pension & sick pay
• Funded training and certification support