3rd Line Support Engineer

YOURRECRUIT LIMITED; Horsham; On-site; Confidential; Full time

Job summary

A leading IT solutions provider is seeking an experienced 3rd Line Support Engineer in Horsham. The role involves providing expert support, managing technical issues, and ensuring service excellence. Join a collaborative team that values growth and innovation.

Qualifications

• Previous experience in a 3rd Line role within an MSP environment is essential.
• Self-sufficient and highly organised, able to manage time and priorities effectively.
• Technically skilled with a deep understanding of IT systems.

Responsibilities

• Provide expert-level support across multiple clients, handling escalated tickets.
• Deliver hands-on support during onsite client visits throughout the South-East and London.
• Manage and maintain backup systems, assist in configuration and recovery tasks.

Skills

Client Satisfaction

Technical Skills

Communication

Job description

A fantastic opportunity has opened for an experienced 3rd Line Support Engineer to join a leading IT solutions provider, known for delivering tailored managed services and support to SMEs across the South-East and London. This role offers the chance to be part of a collaborative, growth-focused team in a business that truly values its people.

Tasks

3rd Line Support Engineer
Location: Horsham (Drivers with own transport essential)
Salary: £35,000 – £40,000 DOE
Hours: Monday to Friday, 09:00 – 17:30

The Opportunity:
A fantastic opportunity has opened for an experienced 3rd Line Support Engineer to join a leading IT solutions provider, known for delivering tailored managed services and support to SMEs across the South-East and London. This role offers the chance to be part of a collaborative, growth-focused team in a business that truly values its people.

Role Overview:
This is a varied and client-facing position where no two days are the same. From resolving high-level technical issues to implementing solutions onsite, the successful candidate will be a key figure in ensuring service excellence, continuous improvement, and technical innovation.

Key Responsibilities:

• Provide expert-level support across multiple clients, handling escalated tickets via phone, email, and remote sessions.
• Deliver hands-on support during onsite client visits throughout the South-East and London.
• Use RMM tools to monitor, manage, and proactively resolve alerts and issues.
• Log, track, and update support cases in AutoTask, ensuring clear communication with clients.
• Manage and maintain backup systems, assist in configuration and recovery tasks.
• Support project delivery, installations, and high-level escalations.
• Work collaboratively to identify service improvements and contribute to technical strategy.
• Share sales opportunities with the Account Management team when appropriate.
• Maintain thorough documentation and prioritise tasks to meet SLAs.

About You:

• Previous experience in a 3rd Line role within an MSP environment is essential.
• Self-sufficient and highly organised, able to manage time and priorities effectively.
• A calm, professional communicator with a focus on client satisfaction.
• Respectful of client confidentiality, always operating with discretion and integrity.
• Technically skilled with a deep understanding of IT systems, tools, and infrastructures.
• A positive team player with a can-do attitude and desire to continually learn and grow.

Ready to take the next step in your IT career?
Apply today and become part of a business where your expertise will make a real impact!

LH18496

*For your information*

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Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven’t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.

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Requirements

• Previous experience in a 3rd Line role within an MSP environment is essential.
• Self-sufficient and highly organised, able to manage time and priorities effectively.
• A calm, professional communicator with a focus on client satisfaction.
• Respectful of client confidentiality, always operating with discretion and integrity.
• Technically skilled with a deep understanding of IT systems, tools, and infrastructures.
• A positive team player with a can-do attitude and desire to continually learn and grow.