3rd Line IT Support Engineer

Robert Walters; London; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading company in London is seeking a Third Line Information Technology Support Engineer to ensure the seamless operation of IT services across various environments. This role involves solving complex technical issues, managing critical incidents, and collaborating with teams to enhance user experience. Ideal candidates should have robust technical skills, excellent communication abilities, and a collaborative nature, with a solid background in managing Windows systems and network environments.

Qualifications

• Minimum five years of experience in technical support.
• Experience with Windows systems and mobile devices.
• Familiarity with cybersecurity frameworks is beneficial.

Responsibilities

• Provide escalation support for technical queries.
• Maintain IT service operations and conduct updates.
• Coordinate responses during critical outages.

Skills

Problem Solving

Communication

Collaboration

Attention to Detail

Networking Fundamentals

Education

CompTIA A+ Certification

Microsoft 365 Certified

Job description

A distinguished organisation situated in the heart of London is seeking an accomplished Third Line Information Technology Support Engineer to join its esteemed technology division. This position presents a remarkable opportunity for you to assume a central role in ensuring the seamless operation of IT services across a dynamic and multifaceted environment, providing support to both corporate and theatre-based users.

What you'll do:

In the capacity of Third Line Information Technology Support Engineer based in London, you will play an indispensable role in upholding robust IT services across both corporate offices and event venues. Your daily responsibilities will encompass addressing escalated technical matters from junior engineers, orchestrating responses during urgent incidents, and proactively maintaining infrastructure to mitigate future challenges. Furthermore, you will be actively involved in delivering strategic IT projects that drive operational excellence. By engaging collaboratively with colleagues across various departments and interacting directly with end users, you will ensure that technology underpins all facets of business activity. Your expertise will be essential in safeguarding systems' security, currency, and optimal performance-thereby empowering staff to focus on delivering outstanding experiences. Success in this position is achieved through your ability to blend profound technical acumen with exemplary interpersonal skills, ensuring each challenge is approached with decorum and diligence.

• Act as the principal escalation point for sophisticated technical queries raised by first and second line engineers, offering clear guidance and effective solutions.
• Coordinate responses during critical Priority 1 outages or security incidents, maintaining thorough communication with stakeholders throughout each event.
• Undertake proactive maintenance activities such as firmware upgrades, infrastructure assessments, and process refinement to ensure optimal system performance.
• Lead or make substantial contributions to the successful execution of IT projects that enhance organisational capabilities and user experience.
• Work closely with colleagues to identify opportunities for continuous service improvement and implement best practices throughout the IT function.
• Provide comprehensive technical support for theatre operations, including oversight of corporate devices, network connectivity, wireless systems, and payment technologies.
• Conduct regular updates and maintenance on laptops and desktops to guarantee their security and efficiency for end users.
• Assist both office-based and theatre staff with troubleshooting IT-related queries, fostering positive relationships through responsive assistance.
• Accurately log incidents using a ticketing system, manage resolutions efficiently, and maintain transparent communication with users at every stage.
• Collaborate with internal departments and external IT partners to introduce new technologies and enhance existing systems.

What you bring:

To excel as a Third Line Information Technology Support Engineer within this organisation, you will bring demonstrable experience from analogous roles supporting complex environments encompassing both Windows-based systems and mobile devices. Your background should include practical exposure to resolving intricate network issues as well as implementing enterprise-grade security measures. You will be adept at managing user accounts via Active Directory whilst also supporting contemporary workplace tools such as Office 365. Your approachable manner ensures colleagues feel supported when encountering technical difficulties-whether stationed in an office or at a event venue. In addition to your technical proficiency, your meticulous attention to detail ensures accurate documentation of assets and procedures is maintained. A collaborative disposition is paramount; you flourish when working collectively towards shared objectives whilst remaining attuned to the needs of others. Possession of relevant certifications or experience implementing recognised cybersecurity standards will further enhance your candidacy.

• Possess no fewer than five years' experience within a technical helpdesk or IT support environment where you have demonstrated dependability under pressure.
• Exhibit excellent verbal and written communication skills that enable you to elucidate complex technical concepts clearly for non-technical audiences.
• Demonstrate proficiency in Microsoft technologies including Office 365 administration as well as Multi-Factor Authentication configuration and troubleshooting.
• Display hands-on experience managing Active Directory environments together with Group Policy configuration for user access control.
• Show familiarity with Apple macOS devices as well as iOS and Android device management tools supporting a mobile workforce.
• Maintain a sound understanding of networking fundamentals such as TCP/IP protocols, VLAN configuration, firewall management, and wireless network optimisation.
• Evidence an ability to diagnose and resolve advanced networking issues affecting connectivity or performance across diverse locations.
• Have experience supporting IP phone systems along with meeting room technologies such as Polycom hardware or video conferencing platforms like Zoom or Microsoft Teams.
• Hold relevant industry certifications such as CompTIA A+ or Microsoft 365 Certified: Modern Desktop Administrator Associate; additional qualifications are advantageous.
• Possess familiarity with cybersecurity frameworks such as Cyber Essentials or ISO27001; this would be beneficial though not essential.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

About the job

Contract Type: FULL_TIME

Specialism: Technology & Digital

Focus: IT Support

Industry: Arts

Salary: £35,000 - £45,000 per annum

Workplace Type: Hybrid

Experience Level: Associate

Location: City of London
FULL_TIME
Job Reference: PJZZZJ-C30F2440

Date posted: 17 June 2025

Consultant: Charlie Douds
london information-technology/it-support 2025-06-17 2025-08-16 arts City of London London GB GBP 35000 45000 45000 YEAR Robert Walters https://www.robertwalters.co.uk https://www.robertwalters.co.uk/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png true