3Rd Line Support Engineer

VIQU IT; Sunderland; On-site; GBP 42,000 - 54,000; Full time

Job summary

VIQU IT is seeking a hands-on 3rd Line Support Engineer to join a busy infrastructure and support team on a 6-month contract. The role balances day-to-day BAU support with ongoing infrastructure and business projects in a hybrid work pattern.

You'll troubleshoot across servers, networking, Microsoft 365, IAM and end-user computing environments, providing advanced technical support and contributing to migrations and security initiatives within an ITIL framework.

Qualifications

• Proven experience in hands-on 3rd Line/Infrastructure Support.
• Strong Windows Server administration.
• Good Hyper-V administration.
• Experience with VMware environments.
• Networking with Fortinet and Cisco Meraki.
• Microsoft 365 administration, Intune, Okta.
• Experience in ITIL-based environments.
• Comfortable working across multiple technical disciplines.

Responsibilities

• Provide 3rd Line technical and infrastructure support across the business.
• Troubleshoot and resolve complex issues escalated from 1st/2nd Line.
• Support ongoing infrastructure and migration projects from a technical POV.
• Assist with IAM related activities.
• Support server and platform migrations, including legacy infra.
• Maintain and support Windows Server environments.
• Support networking infrastructure (Fortinet, Meraki).
• Administer and support Microsoft 365 (Intune).
• Administer Okta environments.
• Document solutions and changes; operate within ITIL framework.

Skills

Windows Server

Hyper-V

VMware

Fortinet

Meraki

Microsoft 365

Intune

Okta

ITIL

Troubleshooting

Tools

Fortinet

Cisco Meraki

VMware

Intune

Okta

Job description

3rd Line Support Engineer (Contract) - Outside IR35

Contract: 6 Months

Working Pattern: Hybrid - 3 days onsite, 2 days remote

We're looking for an experienced, hands-on 3rd Line Support Engineer to join a busy infrastructure and support team. This role has been created to provide additional technical support across the 3rd Line function, balancing day-to-day operational support with a range of ongoing infrastructure and business projects.

This is an ideal opportunity for a technically strong support engineer who enjoys variety, thrives in a fast-paced environment, and is comfortable troubleshooting across infrastructure, networking, servers, Microsoft 365 and end-user computing environments.

The Role

You'll become an integral part of the 3rd Line Support and Infrastructure team, providing advanced technical support across BAU operations as well as assisting with project-related technical activities.

You'll be responsible for resolving escalated technical issues, providing hands-on infrastructure support, and working alongside internal teams on a variety of initiatives including security, CRM, infrastructure, server migrations and end-user computing.

While the role is primarily focused on 3rd Line support rather than project delivery, you'll have the opportunity to contribute your technical expertise to a broad range of infrastructure and business initiatives.

The role offers a genuine mix of responsibilities, making it ideal for an engineer who enjoys troubleshooting, getting hands-on with technology and working across a variety of technical disciplines.

Key Responsibilities

• Provide 3rd Line technical and infrastructure support across the business.
• Troubleshoot and resolve complex technical issues escalated from 1st and 2nd Line support.
• Support ongoing infrastructure and migration projects from a technical support perspective.
• Assist with Identity & Access Management (IAM) related activities.
• Support server and platform migrations, including legacy infrastructure and on-premise file servers.
• Maintain and support Windows Server environments.
• Support networking infrastructure, including Fortinet and Cisco Meraki technologies.
• Provide administration and support for Microsoft 365, including Intune rollouts.
• Administer and support Okta environments.
• Support infrastructure, networking and end-user computing (EUC) environments.
• Work closely with internal IT teams to investigate and resolve complex technical incidents and service requests.
• Provide technical input and support for infrastructure and business projects where required.
• Operate within an ITIL-based support environment, participating in sprint-based work where required.
• Document solutions, troubleshooting steps and technical changes appropriately.

Essential Skills & Experience

• Proven experience working in a hands-on 3rd Line Support / Infrastructure Support Engineer role.
• Strong Windows Server administration experience.
• Good knowledge of Hyper-V administration.
• Experience supporting VMware environments.
• Networking experience with Fortinet and/or Cisco Meraki.
• Strong Microsoft 365 administration experience.
• Intune deployment and support experience.
• Okta administration experience.
• Experience supporting infrastructure, networking and EUC environments.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience handling complex technical escalations from 1st and 2nd Line support teams.
• Previous experience working within an ITIL support framework.
• Comfortable working across multiple technical disciplines in a busy support environment.

Ideal Background

• A strong 3rd Line / infrastructure support engineering background.
• Experience working within Managed Service Providers (MSPs) or delivering infrastructure support through contract assignments.
• Experience supporting a broad range of infrastructure technologies rather than specialising in a single area.
• A proactive and collaborative approach to technical support.
• The ability to work independently on complex issues while collaborating effectively with wider IT teams.
• A hands-on approach and a willingness to get involved across different areas of the infrastructure and support environment.