3rd Line Engineer

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

Benefits offered by this job

Base salary £39k–£42k per annum

Hybrid working 50% after probation

Flexible working to suit life balance

25 days holidays + public holidays + 5

Private Health Insurance

Your birthday off

Enhanced maternity/paternity/adoption

Fully funded training and accreditions

Two charitable volunteering days

Cycle to Work

EV Scheme

Currys tech gear

Job summary

Razorblue Group in the United Kingdom seeks a 3rd Line Engineer to act as the senior escalation point for complex incidents across infrastructure, cloud and end-user technologies. You will diagnose MS 365, Azure, Windows Server and AD issues, support major incidents, and guide junior engineers.

The role emphasizes automation via PowerShell, ITIL-aligned incident management, and strong customer-facing communication. Hybrid working with progression opportunities is offered.

Qualifications

• Significant experience supporting Microsoft 365, Azure, Windows Server and Active Directory environments.
• Experience with virtualization, 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.

Responsibilities

• Act as the senior escalation point for complex incidents and service requests across infrastructure, cloud and end-user tech.
• Diagnose and resolve server, network, virtualization, security and M365 issues.
• Support major incidents, changes and maintenance activities while meeting SLAs.
• Investigate monitoring alerts and prevent service disruption.
• Provide technical guidance to 1st and 2nd Line Engineers and contribute to SOPs.

Skills

MS 365

Azure

Windows Server

Active Directory

Networking

ITIL

PowerShell

Documentation

English fluency

Customer service

Communication

Tools

Citrix

SANs

Server hardware

Backup & DR

Job description

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.

• 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 workingto 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.