3rd Line Support Engineer

JR United Kingdom; Borough of Swale; On-site; GBP 42,000 - 50,000; Full time

Job summary

A leading company in the UK is seeking a 3rd line engineer to provide advanced technical support for IT systems. The role involves troubleshooting complex issues, managing IT infrastructure, and ensuring high customer satisfaction within strict SLAs. Candidates should have extensive experience in technical support and familiarity with various IT technologies.

Benefits

Attractive referral scheme

Qualifications

• 5+ years’ experience in a technical support or systems admin role.

Responsibilities

• Investigate and resolve technical problems escalated from 1st and 2nd line support.
• Manage and maintain IT infrastructure.
• Handle high-priority incidents and ensure issues are resolved within SLAs.

Skills

Networking Technologies

Databases

Virtualization Technologies

Security Protocols

Ticketing Systems

Remote Management Tools

Job description

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Warning: In order to be eligible for this role, you must have full right to work in the UK.

About the role:

The 3rd line engineer will be responsible for providing advanced technical support for all IT systems. They will troubleshoot complex issues, ensure systems are performing optimally, and handle escalated problems that cannot be resolved by the 2nd line team. The role requires operating within strict SLAs to deliver high customer satisfaction.

Key Responsibilities:

1. Investigate and resolve technical problems escalated from 1st and 2nd line support.
2. Manage and maintain IT infrastructure.
3. Handle high-priority incidents, coordinate with vendors and service providers, and ensure issues are resolved within SLAs.
4. Perform detailed analysis of recurring problems to identify root causes and implement preventive measures.
5. Create and maintain documentation of technical issues, resolutions, and system configurations for the internal Knowledge Base.
6. Install, configure, and monitor system updates, patches, and security fixes.
7. Proactively monitor system performance and capacity.

Skills and Experience:

• Proficiency in networking technologies (DNS, DHCP, TCP/IP, VPN, VLAN).
• Experience with databases (SQL Server, MySQL, Oracle).
• Familiarity with virtualization technologies (VMware, Hyper-V).
• Experience with security protocols, firewalls, and data encryption.
• Knowledge of ticketing systems (e.g., ServiceNow, Jira, Ivanti).
• Familiarity with remote management tools and diagnostic software.
• Experience working for a Managed Service Provider or similar environment.
• 5+ years’ experience in a technical support or systems admin role, including working with IT helpdesk software.

Salary up to £42,000 Gross/year.

This is a direct hire, full-time employee position. (B2B contracts are not available).

We offer an attractive referral scheme for successful placements (Terms & Conditions apply). Learn more here. If you know someone who might be suitable or interested, please refer them to us.

Apply now to join a community of professionals who will support you every step of the way.