3rd Line Support Engineer (Hockley)

Seetec Group Ltd.; Hockley; On-site; GBP 42,000; Full time

Job summary

Join a forward-thinking Managed Service Provider as a 3rd Line Support Engineer, where you'll deliver advanced technical support and mentor junior engineers. This role is perfect for those with a passion for solving complex technical issues and ensuring optimal system performance. You'll collaborate with an infrastructure team, manage escalated requests, and contribute to a Knowledge Base that empowers both staff and customers. With a competitive salary and a supportive work environment, this position offers the chance to make a real impact while enjoying various benefits, including generous leave and a healthcare plan.

Benefits

25 days annual leave + Bank Holidays + Birthday Day off

2 Volunteer Days

Pension - 5% Employee, 5% Employer

Healthcare Cash Plan

Annual Salary Review

Refer A Friend Scheme

Access to BenefitHub for retail discounts

Qualifications

• 5+ years of experience in technical support or systems administration.
• Proficiency in networking, databases, and security protocols.

Responsibilities

• Investigate and resolve escalated technical problems.
• Manage IT infrastructure and handle high-priority incidents.
• Create documentation for technical issues and resolutions.

Skills

Networking technologies (DNS, DHCP, TCP/IP, VPN, VLAN)

Databases (SQL Server, MySQL, Oracle)

Virtualization technologies (VMware, Hyper-V)

Security protocols, firewalls, and data encryption

Ticketing systems (e.g., ServiceNow, Jira, Ivanti)

Remote management tools and diagnostic software

Technical support or systems administration

Job description

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We’re recruiting for a 3rd Line Support Engineer responsible for delivering advanced technical support for all IT systems within NexSphere, a newly established Managed Service Provider. The role involves troubleshooting complex technical issues, ensuring optimal system performance, and addressing problems beyond the scope of the 2nd line team. The position requires operating within strict Service Level Agreements (SLAs) to ensure high customer satisfaction.

Ideal candidates should possess advanced technical knowledge and extensive experience in systems administration, networking, software, and hardware. As a technical expert, the role includes mentoring 2nd line support engineers, identifying training opportunities, and developing the Knowledge Base with articles to support staff and promote self-service for customers.

This position demands deep technical expertise, the ability to manage escalated support requests, identify root causes, and implement long-term solutions. Collaboration with the infrastructure team is essential for resolving complex issues.

In return, we offer a competitive salary of £42,000 p.a. and benefits including:

• 25 days annual leave + Bank Holidays + Birthday Day off (option to buy additional days)
• 2 Volunteer Days
• Pension - 5% Employee, 5% Employer
• Healthcare Cash Plan, including 3x salary life assurance
• Annual Salary Review
• Refer A Friend Scheme
• Access to BenefitHub for retail discounts, cycle to work scheme, and voluntary benefits

Interested? Apply below to upload your CV. For more information, contact our Internal Recruitment Team at 01702 595200.

NexSphere Business Solutions is part of the Seetec Group, an employee-owned organization committed to community and internal employee engagement. We prioritize our people in everything we do.

Location and Hours

Location: Hockley, Essex

Hours: 37 hours/week, Monday to Thursday 8:30am-5:00pm, Friday 8:30am-4:30pm

Application Deadline

14 May 2025

Key Responsibilities

1. Investigate and resolve escalated technical problems from 1st and 2nd line support.
2. Manage and maintain IT infrastructure.
3. Handle high-priority incidents, coordinate with vendors, and ensure resolution within SLAs.
4. Analyze recurring problems to identify root causes and implement preventive measures.
5. Create and maintain documentation for technical issues and resolutions to support the Knowledge Base.
6. Install, configure, and monitor system updates, patches, and security fixes.
7. Proactively monitor system performance and capacity.

For full job description, follow the link - 3rd Line Support Engineer

Required Skills and Experience

• Proficiency in networking technologies (DNS, DHCP, TCP/IP, VPN, VLAN).
• Experience with databases (SQL Server, MySQL, Oracle).
• Familiarity with virtualization technologies (VMware, Hyper-V).
• Experience with security protocols, firewalls, and data encryption.
• Knowledge of ticketing systems (e.g., ServiceNow, Jira, Ivanti).
• Experience with remote management tools and diagnostic software.
• Experience working for a Managed Service Provider or similar environment.
• 5+ years of experience in technical support or systems administration, working with IT helpdesk software.

Additional Information

NexSphere, part of the Seetec Group, is committed to safeguarding and promoting the welfare of young people and vulnerable adults. All staff may be required to undergo a DBS check. We support ex-offender recruitment and promote equality of opportunity regardless of sex, race, disability, age, sexual orientation, gender identity, religion, marital status, or pregnancy.