3rd Line Support Engineer

Nine Twenty; Glasgow; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading managed service provider is seeking a 3rd Line Technical Support Engineer in Glasgow. This role encompasses solving complex IT issues, supporting various technologies, mentoring junior staff, and ensuring high levels of customer satisfaction. Qualifications include extensive experience in system administration, networking, and cloud services, with a proactive approach to continuous improvement.

Qualifications

• Minimum of 5 years' experience in 3rd Line IT Support in an MSP environment.
• Expert-level proficiency in IT systems administration.
• Strong technical knowledge in current technologies.

Responsibilities

• Act as final technical escalation point for complex IT issues.
• Provide expert-level technical troubleshooting and resolution.
• Support server infrastructure and cloud-based services.

Skills

Problem-solving

Technical troubleshooting

Customer-focused

Documentation skills

Education

Relevant certifications (Microsoft, Cisco, ITIL or CompTIA)

Tools

Windows Server

Active Directory

Networking (TCP/IP, DNS, DHCP, VPNs)

Cloud Services (Azure, Microsoft 365)

Virtualization Technologies (VMware, Hyper-V)

Scripting & Automation (PowerShell, Bash, Python)

Job description

We deliver comprehensive IT solutions that keep your business connected, secure, and future-ready.

Our team provides hands-on support and strategic guidance across modern workplace solutions, cloud services, and cybersecurity. Working with leading technology partners like Microsoft, we ensure you have access to the best tools and expertise for your business needs.

We’re always looking for talented individuals who are passionate about technology and delivering exceptional service. As an independent managed service provider, we are committed to helping businesses thrive, we value expertise, innovation, and a genuine desire to make a difference

Key Responsibilities:

• Act as the final technical escalation point, assisting with complex IT issues.
• Provide expert-level technical troubleshooting, diagnosis, and resolution.
• Support server infrastructure, networking, and cloud-based services.
• Work closely with 1st and 2nd line support teams, providing mentorship and technical guidance.
• Ensure timely resolution of critical IT service requests.
• Stay updated on the latest technology trends and proactively improve our service offerings

What We're Looking For:

• Proven 3rd line technical support experience in IT.
• Strong expertise in Windows Server, Active Directory, Networking (TCP/IP, DNS, DHCP, VPNs), and Cloud Services (Azure, Microsoft 365).
• Excellent problem-solving skills, able to handle high-pressure situations effectively.
• Experience working with managed service providers (MSPs).
• Relevant certifications (Microsoft, Cisco, ITIL or CompTIA) are a plus.

Experience & Qualifications Required:

• Minimum of 5 years' experience in 3rd Line IT Support, acting as a point of technical escalation in a Managed Service Provider (MSP) environment.
• Expert-level proficiency in IT systems administration, including:
• Windows Server (2016, 2019, 2022) – Active Directory, Group Policy, DNS, DHCP.
• Virtualization Technologies – VMware, Hyper-V.
• Cloud Platforms – Microsoft 365, Azure, Intune, Exchange Online.
• Advanced Networking – Firewalls, VPNs, VLANs, TCP/IP, DNS, DHCP, SD-WAN, Wi-Fi security.
• Scripting & Automation – PowerShell, Bash, Python (preferred).
• Backup & Disaster Recovery solutions – Veeam, Datto, Azure Backup.

Certifications & Accreditations (Highly Desirable):

• Microsoft Certified: AZ-104 (Azure Administrator), MS-900 (Microsoft 365 Fundamentals).
• Cisco Certified: CCNA, CCNP (Enterprise or Security).
• CompTIA: Network+, Security+, Cloud+.
• ITIL Foundation – IT Service Management best practices.

Soft Skills & Professional Attributes:

• Proven ability to work under pressure and resolve critical incidents promptly.
• Strong documentation and technical reporting skills.
• A mentorship mindset, supporting junior engineers and fostering technical growth within the team.
• Customer-focused, with excellent communication skills to liaise with non-technical stakeholders.
• Proactive mindset, with a passion for continuous learning and staying ahead of technology trends.

Apply now for an immediate interview.