3rd Line IT Support Engineer

Calligo; Leicester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A technology service provider in Leicester is seeking an experienced IT professional to provide exceptional technical support to clients. The ideal candidate will have over 3 years of experience in a support role, with strong skills in Microsoft technologies. This hybrid position requires a minimum of one day per week in the office, focusing on exceptional customer service and technical problem-solving. The role also involves escalating issues and supporting cloud services.

Benefits

Training and development

25 days annual leave

5% employer pension contribution

Healthcare cover

Life insurance

Flexible working

Paid time off for volunteering

Qualifications

• 3+ years technical experience in a support environment.
• Sound problem analysis skills.
• In-depth knowledge of Microsoft stack and Active Directory.

Responsibilities

• Diagnose & troubleshoot server and desktop issues.
• Install and configure servers and infrastructure hardware.
• Manage and deliver under pressure.

Skills

Technical support experience

Problem-solving skills

Communication ability

Leadership skills

Education

Industry recognized professional technical qualifications

Tools

Microsoft 365

VMware

Azure

Windows Server

Job description

Overview

Application Deadline: 7 November 2025

Department: Service Operations

Employment Type: Full Time

Location: Leicester

Reporting To: Client Operations Manager (UK & CI)

Description

Why this opportunity at Calligo? Connect with colleagues globally - Working closely with colleagues across the UK, Europe and North America we have vibrant, modern office spaces all over the world! Supportive and dynamic team - We know how hard our employees work and that our success comes from our people – a safe and supportive culture and employee wellbeing are at the heart of what we do. You’ll be joining our award-winning team and your primary responsibility will be to provide exceptional levels of technical support and customer service to our clients either onsite or remotely, depending on their needs. You will need to maintain your skillset whilst supporting escalations from 1st line support and will be required to support Calligo cloud services, work across multiple client systems performing standard maintenance tasks as well as engage in project related work.

Interested? The role would be well suited to a dependable, enthusiastic IT professional enthusiastic with the drive and ability to show initiative to problem solving, taking ownership where required and proposing solutions.

Note this is a hybrid role with the requirement to spend a minimum of one day per week working from our Leicester office as well as occasionally supporting customers on site.

Key Responsibilities

• Effective diagnosis & troubleshooting of server hardware, desktops, laptops, printers, Microsoft desktop applications and networking
• Installation and configuration of servers (physical and virtual), firewalls, desktops, laptops, and infrastructure hardware
• Multi-tasking various user issues effectively and efficiently, while documenting troubleshooting and triage steps so other team members can follow if required
• Interaction with project teams to facilitate new systems and upgrades
• Support pre-sales and Service Delivery Managers
• Work on internal and customer projects
• Be part of the on-call rota when required
• Apply information security in accordance with the established team policies, procedures, and work instructions
• Adhere to all applicable compliance framework disciplines
• Foster strong working relationships with Calligo’s customers
• Provide customers professional and timely feedback / information
• Clear, effective communication to customers and colleagues
• Ownership and management of Service Tickets to which they have been assigned
• Provide reporting as required to line manager
• Create and maintain documentation
• Support and knowledge share with other members of the team

Skills, Knowledge and Expertise

• 3+ years technical experience gained in a support environment, ideally in an MSP (Managed Service Provider) or similar
• Industry recognized professional technical qualifications and certifications
• Proven record of accomplishment in support methodologies, e.g. ITIL
• Sound problem analysis skills and an ability to manage and deliver under pressure
• In-depth knowledge of the full Microsoft stack including Microsoft365
• Knowledge of supporting Remote / Virtual Desktop environments (desirable)
• Microsoft Active Directory, Group Policy & Exchange administration
• Windows Server Admin from 2012 to latest Microsoft Server Operating Systems
• Knowledge of networking and firewalls
• Working knowledge of Azure, VMware ESXi & vSphere from 6.0 to current (desirable)
• Practical knowledge of Windows Server, Windows Client, Linux, and Active Directory
• Practical knowledge of VMware Infrastructure
• Working knowledge of Microsoft Exchange
• Experience designing, installing, configuring, and maintaining all types of servers, storage, and network hardware
• Experience of IaaS & cloud environments and deployments

Competencies

• Leadership skills
• Ability to work productively both alone and within a team
• Ability to work to deadlines
• Ability to adapt, explore solutions and take ownership in order to resolve problems

Benefits

• Training and development for career growth
• 25 Days annual leave, increasing with length of service
• 5% employer pension contribution, minimum 3% employee contribution
• Healthcare cover
• Life insurance
• Flexible working
• Paid time off for volunteering