Advanced IT Support Technician (Tier III)

halma; North Shields; On-site; GBP 30,000 - 48,000; Full time

Job summary

OsecoElfab in the United Kingdom (North Shields) is seeking a Tier III Support Technician to provide advanced technical support, diagnose root causes, and implement long-term solutions for core systems and infrastructure. You will collaborate with the Global IT Manager and Halma IT to maintain alignment with global IT standards.

You will lead technical execution of IT projects, support incident management, and contribute to documentation while upholding security and best practices.

Qualifications

• Proven experience in a Tier II / Tier III support or systems support role.
• Experience working within an IT helpdesk or service management environment.
• Experience managing incidents, service requests, and escalations using a ticketing system.
• Strong troubleshooting skills across Windows desktop and server environments.
• Experience managing Active Directory, Azure AD, and Microsoft 365 environments.
• Strong understanding of networking fundamentals and troubleshooting.
• Experience analysing system logs and performing root cause analysis.
• Experience supporting virtualization platforms and server environments.
• Ability to manage and prioritise complex technical issues.
• Ability to work independently and take ownership of technical problems.
• Strong communication and documentation skills.

Responsibilities

• Act as escalation point for Tier II support for complex or unresolved issues
• Perform root cause analysis and implement long-term fixes
• Troubleshoot advanced issues across systems, infrastructure, and enterprise applications
• Support and maintain servers, virtualization platforms, and core infrastructure
• Monitor system performance, logs, and alerts to proactively identify issues
• Support patching, upgrades, and system maintenance activities
• Assist with backup, recovery, and disaster recovery processes
• Lead technical execution of IT projects and system improvements as directed
• Implement infrastructure changes and new technologies in alignment with Global IT direction
• Work with the Global IT Manager and group IT (Halma IT) on technical implementations
• Provide technical guidance and support to Tier I and Tier II technicians
• Work in coordination with the Global IT Manager to support site-level and global IT operations
• Contribute to technical documentation, standards, and procedures
• Ensure alignment with IT policies, security requirements, and best practices

Skills

Tier II/III support

IT helpdesk

Incident management

Windows troubleshooting

Active Directory

Azure AD

Microsoft 365

Networking basics

Log analysis

Server administration

Documentation

Communication

Education

Relevant certifications (Microsoft/VMware/Networking)

Tools

VMware

Hyper-V

Microsoft 365 Admin Center

Azure

PowerShell

SCCM

Ticketing systems

Job description

OsecoElfab in the United Kingdom (North Shields) is seeking a Tier III Support Technician to provide advanced technical support, diagnose root causes, and implement long-term solutions for core systems and infrastructure. You will collaborate with the Global IT Manager and Halma IT to maintain alignment with global IT standards.

You will lead technical execution of IT projects, support incident management, and contribute to documentation while upholding security and best practices.