3rd Line Support Engineer

Claritas Solutions Ltd; Hartlepool; On-site; GBP 40,000; Full time

Job summary

An established industry player is seeking a skilled 3rd Line Support Engineer to join their supportive team. In this role, you will be the go-to expert for resolving complex technical issues for education and small business clients. With a focus on collaboration and professional growth, you will thrive in an environment that values your expertise and encourages your ideas. The company offers modern facilities, a competitive salary, and a commitment to your ongoing development. If you're ready to take the next step in your career and make a meaningful impact, this opportunity is perfect for you.

Benefits

Competitive salary up to £40,000

Ongoing professional growth investment

28 days holiday including Bank Holidays

Modern facilities for productivity and comfort

Qualifications

• Experience in 2nd or 3rd line support, ideally in an MSP or education setting.
• Comfortable with security checks for working with schools.

Responsibilities

• Resolve challenging technical tickets and mentor colleagues.
• Ensure smooth operation of client systems and provide escalation support.

Skills

3rd Line Support

2nd Line Support

Technical Issue Resolution

Mentoring

Cloud Technologies

Networking (LAN/WAN/VLAN)

VoIP Systems

Education

Relevant IT Certifications

Tools

Microsoft Windows Server

Active Directory

Hyper-V

VMware

Azure AD

Microsoft 365

Intune

JAMF

Datto

Kaseya

Autotask

Sophos Firewalls

VPN

Job description

If you're ready to step up and become the trusted escalation expert at a supportive and ambitious MSP, this is exactly what you've been waiting for.

This isn’t just another support role. You’ll become the reliable escalation expert in a well-established, supportive, and growing MSP—solving challenging technical issues for education and small business clients. Based from modern, comfortable offices in the North East, you'll be part of a team that genuinely values expertise and collaboration, providing the reassurance clients depend on.

About Your Role:

If you’re seeking an environment where your technical expertise is genuinely valued and your ideas influence how things get done, you’ll feel at home from day one. As the 3rd Line Support Engineer, you’ll become the calming voice and trusted advisor the team relies on. Your focus will be resolving challenging tickets, mentoring your colleagues—including two dedicated on-site engineers supporting education-sector clients—and ensuring client systems run smoothly, day to day.

Your daily tech will include:

• Microsoft Windows Server (2016 onwards), Active Directory, Group Policies, Hyper-V, VMware
• Cloud tech: Azure AD, Microsoft 365, Intune, JAMF
• RMM & PSA tools including Datto, Kaseya, Autotask
• Networks: LAN, WAN, VLANs, managed WiFi, Sophos firewalls, VPN
• VoIP systems and occasional hardware troubleshooting

You’ll Thrive Here If:

You're already established in a 3rd Line role or a confident 2nd Line engineer who's eager for the next step. You genuinely enjoy calmly resolving challenging technical issues, value being the trusted escalation point for colleagues, and appreciate a supportive team culture where your ideas make a genuine difference. In particular, you'll succeed if you:

• Currently provide 2nd or 3rd line support and want more responsibility.
• Have experience in an MSP or education support role.
• Naturally become the reliable voice colleagues turn to when issues escalate.
• Want to join a team that invests in your professional growth.
• Value a collaborative environment where your expertise is truly respected.
• Comfortable undergoing relevant security checks required for working closely with schools (e.g. DBS).

What You’ll Receive in Return:

• A competitive salary up to £40,000, reflecting your expertise and responsibilities
• Ongoing investment in your professional growth—training, qualifications, and genuine opportunities to advance your career
• A supportive, collaborative environment focused on team success
• 28 days holiday (including Bank Holidays)
• Modern, welcoming facilities designed with your productivity and comfort in mind

Interested?

If you're ready to become the trusted escalation expert in a genuinely supportive MSP, we’d love to help you explore this opportunity further.

Equal Opportunity: Humnize represents clients that are equal opportunity employers and do not discriminate based on race, nationality, gender, religion, age, sexual orientation, marital status, disability, or any other protected category. We and our clients celebrate diversity and are committed to creating inclusive environments for all employees.

Please note: in line with the UK employment law, candidates must be eligible to live and work in the UK, and upon offer, proof of eligibility will be required.