3rd Line IT support Engineer

TN United Kingdom; Liverpool; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An exciting opportunity awaits for an experienced 3rd line IT Support Engineer to join a dynamic team focused on delivering integrated technology solutions. The role involves building and maintaining workstations, servers, and cloud solutions while providing high-level support. With a hybrid working model, you can work from home or in the Liverpool office. The successful candidate will thrive in a collaborative environment, taking ownership of issues and driving their own development. Join a forward-thinking company that values innovation and offers a range of benefits to support your career growth.

Benefits

Private Healthcare

Medicash Cashback

Life Assurance

Workplace Pension

Cycle-to-Work Scheme

Employee Assistance Programme

Savings Discounts

20% EE Discount

Birthday Vouchers

Day Off for Birthday

Qualifications

• 2+ years of experience in IT support with strong infrastructure skills.
• Experience in a managed service provider (MSP) role preferred.

Responsibilities

• Build and maintain workstations, servers, and network equipment.
• Provide 3rd line support and manage support tickets.

Skills

Windows Server 2012 R2, 2016, 2019, 2022

Active Directory

Group Policy

DHCP

DNS

Microsoft Hyper-V

VMWare ESXi 6.5+

Routing and Switching

Wireless Networking

Firewall Management

ITIL Framework

ITSM Processes

Technical Documentation

Troubleshooting

Education

IT Certifications (Microsoft 365 Certified, MCSA, MCSE)

Tools

Microsoft Hyper-V

VMWare ESXi

Job description

Social network you want to login/join with:

For nearly 30 years, our Charterhouse teams have been pushing tech boundaries and exceeding expectations. For the clients we look after, this means delivering integrated technology solutions that drive their business success. Our reputation as a multi-award-winning solutions integrator of cloud, connectivity, networking, mobile, and security solutions speaks for itself. Just as our solutions give our customers the freedom and assurance they need, we’ve made sure growth is a given – professionally and personally – so our colleagues can thrive.

We have an exciting opportunity for an experienced 3rd line IT Support Engineer to join our team. The role involves building, maintaining, and monitoring workstations, servers, network equipment, and cloud solutions, along with providing 3rd line support within a 3-tier support team. A minimum of 2 years’ experience in an IT role with strong infrastructure skills is required. Previous experience in a managed service provider (MSP) role would be beneficial, but a passion for IT and a drive to develop your skills are what we look for. The role also requires excellent interpersonal skills, as it involves liaising regularly with clients.

The responsibilities range from supporting end users over the phone to leading meetings with senior stakeholders. Most tasks are performed remotely, but site visits are occasionally required; a clean driving license is necessary. The role offers an open and flexible scope, providing an excellent opportunity to expand your knowledge and work on new systems. It’s a ‘make it your own’ role, limited only by your abilities and drive. We foster a culture of collaboration, inclusion, and close team working. The successful candidate will take ownership of issues, use initiative, and work calmly under pressure.

Our focus on connection and collaboration is reflected in our hybrid working model, allowing work in our Liverpool office or from home.

Requirements

• Meet KPIs, service level agreements, and operational level agreements.
• Resolve incidents, requests, and problems; identify trends with support from support teams.
• Manage the lifecycle of support tickets.
• Review current services and suggest improvements or alternatives.
• Create and maintain technical processes, training documentation, and knowledge base articles.
• Align with the company vision and values.
• Experience with Windows Server 2012 R2, 2016, 2019, and 2022.
• Knowledge of Active Directory, Group Policy, DHCP, DNS.
• Experience with virtualization technologies like Microsoft Hyper-V and VMWare ESXi 6.5+.
• Routing, switching, wireless, and firewall experience.
• Preferred vendors include Aruba/HPE, Ruckus, and Sophos.
• Experience with backup technologies.
• Hands-on troubleshooting at server and End User Compute platforms.
• Review and manage support tickets through to resolution (ITIL Framework).
• Maintain security, performance, and compliance standards.
• IT certifications such as Microsoft 365 Certified, MCSA, MCSE are highly desirable.
• Experience with ITSM processes.

We’re bold and brave in transforming business operations. Join us to be part of a team that achieves more for our customers, each other, and ourselves. Our momentum and future steps offer you a chance to be involved in exciting projects.

Benefits include private healthcare, Medicash cashback, life assurance, workplace pension, cycle-to-work scheme, employee assistance programme, savings discounts, 20% EE discount for you and your family and friends, birthday vouchers, and a day off, among others.

Charterhouse is where careers happen. We offer a supportive, innovative, and fast-paced environment with opportunities for development, reward, and recognition. As you help transform our clients’ technology approaches, we’ll support your career growth through progression and recognition.