3rd Line Engineer

Peaple Talent; West of England; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

25 days annual leave

Company bonus scheme

Healthcare and cash plan

Job summary

Peaple Talent have partnered with a growing MSP who are looking for a 3rd Line Engineer to join the team. You’ll take the lead on resolving complex technical issues, handling high-priority requests, and providing expert support across managed IT environments.

You will own complex incidents, diagnose advanced issues, and mentor Service Desk Engineers while maintaining clear, proactive communication with customers. The role offers a base salary up to £50,000 plus a benefits package.

Qualifications

• Experience in MSP service desk environments.
• Experience with on-premise and cloud infrastructure.
• Strong communication and troubleshooting skills.

Responsibilities

• Take ownership of complex incidents and escalations, driving them to resolution within SLAs.
• Diagnose and troubleshoot advanced issues, coordinating with cloud and infrastructure specialists.
• Keep customers informed with proactive, clear communication throughout the support process.
• Perform root cause analysis, maintain documentation, and create knowledge base articles and best practice guides.
• Mentor and support Service Desk Engineers to improve service delivery.

Skills

On-premise & cloud support

Networking & servers

Troubleshooting & communication

Tools

Microsoft Exchange

Microsoft 365

Virtualization/Firewall tech

Job description

Peaple Talent have partnered with a growing MSP who are looking for a 3rd Line Engineer to join the team. You’ll take the lead on resolving complex technical issues, handling high-priority requests, and providing expert support across managed IT environments.

The Role

• Take ownership of complex technical incidents and escalations, driving them through to resolution within agreed SLAs.
• Diagnose and troubleshoot advanced technical issues, working closely with cloud and infrastructure specialists where needed.
• Keep customers informed throughout the support process, providing clear and proactive communication.
• Perform root cause analysis, maintain accurate documentation, and create knowledge base articles and best practice guides.
• Mentor and support Service Desk Engineers, helping to develop technical skills and improve service delivery.

The Candidate

• Strong experience supporting on-premise and cloud infrastructure within a complex MSP Service Desk environment.
• Deep technical knowledge of servers, networking, virtualisation, and desktop support environments.
• Solid understanding of security and core technologies, including firewalls, antivirus, Microsoft Exchange, and Microsoft 365.
• Strong troubleshooting, prioritisation, and communication skills with the ability to manage multiple technical issues effectively.

The Package

Base salary: up to £50,000

• 25 days annual leave
• Company bonus scheme
• Healthcare and cash plan