3rd Line Support Engineer

Spectrum IT Recruitment; Redhill; On-site; GBP 47,000 - 52,000; Full time

Benefits offered by this job

Company phone and laptop

In-house and external training

Tech development and career growth

Team social events

Leave 22–25 days

Job summary

Spectrum IT Recruitment is looking for an experienced 3rd Line Support Engineer to own complex escalations across Microsoft environments and infrastructure. This hands-on role involves working across Windows Server, AD, DNS/DHCP, M365 (Entra ID, Exchange Online, Teams), Hyper-V/VMware, Citrix and RDS, with a strong focus on problem resolution and prevention.

Based in Nutfield, the office-based role requires daily presence five days a week.

Qualifications

• Experience supporting Microsoft and infrastructure environments.
• Ability to troubleshoot cross-system or multi-supplier issues.
• MS 365, Entra ID, Exchange Online and Teams experience is desirable.
• Experience with on-prem and cloud infrastructure and security concepts.

Responsibilities

• Own technically challenging issues escalated from 1st/2nd line to resolution or escalation path.
• Troubleshoot across Windows Server, AD, DNS/DHCP, M365 services, Hyper-V/VMware, Citrix and RDS.
• Handle networking, VPNs, firewalls, WAN, TCP/IP, backups and DR plans.
• Participate in maintenance, patching, migrations, onboarding projects, and improvements.
• Keep tickets moving, communicate clearly with customers and colleagues, document knowledge, and escalate when needed.

Tools

Windows Server

Active Directory

Group Policy

DNS

DHCP

Microsoft 365

Entra ID

Exchange Online

Teams

Conditional Access

Hyper-V

VMware

Citrix

RDS

Networking

VPN

Firewalls

WAN

TCP/IP

Backup

Recovery

Cloud infrastructure

Security

Job description

If you're an experienced 3rd Line Support Engineer who enjoys getting to the bottom of difficult technical problems rather than simply passing them on, this could be a good opportunity to explore.

Nutfield | £47,000–£52,000 | Office-based, 5 days a week

You'll join a senior technical support function where the focus is on complex escalations, infrastructure improvement and occasional project work. It's a hands-on role with plenty of technical ownership, working across a varied range of customer environments.

The Role

You'll take ownership of technically challenging issues escalated from 1st and 2nd line, investigating them through to resolution or a clear escalation path.

That could involve troubleshooting across:

• Windows Server, Active Directory, Group Policy, DNS and DHCP
• Microsoft 365, including Entra ID, Exchange Online, Teams and Conditional Access
• Hyper-V and VMware environments
• Citrix and Microsoft Remote Desktop Services
• Networking, VPNs, firewalls, WAN connectivity and TCP/IP
• Backup, recovery and business continuity
• Cloud infrastructure and security

You'll also get involved in planned maintenance, patching, configuration changes, infrastructure improvements, customer migrations and onboarding projects.

You'll keep tickets moving, communicate clearly with customers and colleagues, recognise when something needs escalating, and make sure recurring problems lead to a proper fix rather than the same issue being dealt with repeatedly.

You'll also support 1st and 2nd line engineers through technical guidance, knowledge sharing and useful documentation.

What we're looking for

You'll need strong experience supporting Microsoft and infrastructure environments, together with the ability to troubleshoot problems that cross multiple systems or suppliers.

We're particularly interested in people who can:

• Take ownership of complex technical issues
• Troubleshoot logically when the answer isn't immediately obvious
• Communicate technical information clearly to customers
• Stay organised when dealing with competing priorities
• Remain calm during outages and business-critical incidents
• Recognise when to escalate and provide useful technical evidence
• Share knowledge and help less experienced engineers develop

Experience working within an MSP, managed cloud services provider or similarly multi-customer support environment is important. Experience operating at 3rd line or senior technical support level is preferred.

The package

• 22 days' annual leave, rising to 25 days
• 5% performance-based bonus
• Company phone and laptop
• In-house and external training
• Opportunities for technical development and career progression
• Frequent team social events

The role is office-based in Nutfield, five days a week, with occasional paid overtime where operational incidents, maintenance or project activity requires it.

If you're looking for a senior support role where you can stay hands-on, take ownership of difficult problems and continue developing technically, we'd be happy to hear from you.