3rd Line Lead support Engineer

Spectrum IT Recruitment; Redhill; On-site; GBP 52,000 - 57,000; Full time

Benefits offered by this job

5% performance-based bonus

22 days’ annual leave, rising to 25

Workplace pension

Company laptop and phone

Double-time for maintenance

Training and career progression

Team social events

Job summary

Spectrum IT Recruitment is seeking an experienced 3rd Line Lead Support Engineer to act as the senior escalation point in Nutfield, Redhill. The role combines hands-on troubleshooting with day-to-day technical leadership across a Microsoft-centric MSP and private-cloud environment.

You will own complex escalations, lead responses to major incidents, guide junior engineers, coordinate with suppliers and maintain robust documentation, security, and change control practices.

Qualifications

• Senior 3rd Line level experience with hands-on problem solving.
• Proven skills in Troubleshooting and root-cause analysis.
• Experience handling technical escalations and major incidents.

Responsibilities

• Take ownership of complex 3rd Line escalations and drive resolution.
• Lead the technical response to major incidents and high-impact issues.
• Provide technical direction to 3rd Line engineers and prioritise work by impact and SLA risk.
• Review escalations from lower support levels to ensure proper troubleshooting.
• Collaborate with suppliers and internal specialists for deeper expertise.
• Identify recurring problems and drive permanent fixes and better processes.
• Coach engineers and contribute to knowledge articles and guides.
• Maintain high standards for documentation, customer communication, security and change control.

Skills

Senior 3rd Line level

Troubleshooting

Root-cause analysis

Technical escalations

Customer communication

Tools

Windows Server

Active Directory

Group Policy

DNS

DHCP

Microsoft 365

Entra ID

Exchange Online

Teams

MFA

Conditional Access

VMware vSphere

Hyper-V

Citrix

NetScaler

Remote Desktop Services

Networking

Palo Alto firewalls

Veeam

IRIS

CCH

Sage

Job description

If you're an experienced 3rd Line Engineer who enjoys solving the difficult problems rather than simply passing them on, this could be a good opportunity to step into a technical leadership role without moving away from the hands‑on work.

3rd Line Lead Support Engineer Nutfield, Redhill | £52,000-£57,000 | 5 days a week in the office

The role has been created to help manage workload across the 3rd Line function and provide a clear technical lead for complex customer issues. You'll be the highest internal escalation point, helping engineers work through challenging problems while taking ownership of the issues that need deeper investigation.

The role

You’ll combine senior-level infrastructure support with day-to-day technical leadership.

That means you’ll still be hands-on, troubleshooting complex issues across customer environments, while also helping the 3rd Line team prioritise its workload, reviewing escalations and making sure important tickets are properly owned and progressed.

You’ll also:

• Take ownership of complex 3rd Line escalations and drive issues through to resolution.
• Lead the technical response to major and high-impact incidents.
• Provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk.
• Review escalations from 1st and 2nd Line and make sure the right troubleshooting has been completed.
• Work with suppliers and internal specialists when an issue needs deeper expertise.
• Identify recurring problems and help drive permanent fixes rather than repeated workarounds.
• Coach engineers and contribute to knowledge articles, troubleshooting guides and improved support processes.
• Maintain high standards around documentation, customer communication, security and change control.

The technology

You’ll be working across a broad Microsoft-focused MSP and private-cloud environment, so you’ll need strong infrastructure knowledge and the ability to troubleshoot across different layers.

You’ll ideally have strong experience with:

• Windows Server, Active Directory, Group Policy, DNS and DHCP
• Microsoft 365, including Entra ID, Exchange Online, Teams, MFA and Conditional Access
• VMware vSphere and/or Hyper-V
• Citrix, NetScaler and Remote Desktop Services
• Networking, WAN connectivity, switching, VPNs, TCP/IP and Palo Alto firewalls
• Backup and recovery, including Veeam
• Security across identities, servers, endpoints, networks and cloud services
• Deeper expertise in at least two of VMware vSphere, Citrix/NetScaler, enterprise storage or firewall/network security is expected.
• Experience supporting applications such as IRIS, CCH or Sage would be useful, but isn’t essential.

What we're looking for

You don’t need to tick every technology box. What’s more important is that you’re operating comfortably at senior 3rd Line level and can take ownership when problems become complex.

You’ll need strong troubleshooting and root-cause analysis skills, experience handling technical escalations and major incidents, and the judgement to know when to investigate further and when to involve a specialist.

Just as importantly, you’ll be comfortable helping other engineers develop, challenging constructively and explaining technical issues clearly to customers.

What’s on offer

• 5% performance-based bonus
• 22 days’ annual leave, increasing to 25 days with length of service, plus bank holidays
• Workplace pension
• Company laptop and phone
• Planned evening/weekend maintenance work paid at double time
• In-house and external training
• Clear technical development and career progression opportunities
• Regular team social events

The role is office-based five days a week in Nutfield, near Redhill, Surrey, supporting close collaboration across the Service Desk and hands-on work with the infrastructure environment.

If you’re looking for a role where you can remain technically hands‑on while becoming the person other engineers turn to when things get complicated, this is worth a conversation.