IT 3rd Line Technician (Senior 2nd Line)

TN United Kingdom; Manchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company is seeking an IT 3rd Line Technician based in Manchester. This role involves providing technical support, mentoring 2nd line technicians, and managing IT infrastructure across multiple sites. The ideal candidate will possess relevant certifications and experience in a service desk environment, ensuring high-quality service delivery and system maintenance.

Qualifications

• Experience in a service desk environment, preferably in education.
• Ability to mentor less experienced technicians.
• Strong diagnostic skills in hardware, software, and networking.

Responsibilities

• Provide in-depth technical support and manage customer requests.
• Participate in installation, configuration, and maintenance of IT infrastructure.
• Act as local onsite technician for diagnosis and resolution of IT faults.

Skills

Technical support

Problem-solving

Networking

Windows Server

Active Directory

Customer service

Education

MCSA Windows 10

CompTIA Network+

HP AIS Network Infrastructure

VMware Certified Professional

Apple Certified Support Professional

Job description

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Client:

REED Talent Solutions

Location:

Manchester, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

a789b16e1896

Job Views:

2

Posted:

23.05.2025

Expiry Date:

07.07.2025

Job Description:

An IT 3rd Line Technician (Senior 2nd Line Engineer) is required for our client based in Manchester. This role is 5 days per week on site, with the main base being in Openshaw but travel required to other sites around Manchester based on demand. Therefore, please only apply if you are local to Manchester and able to work full time on site.

Our client is looking for an experienced candidate with experience within a service desk environment, preferably within the education sector (although not essential). The ideal candidate would be a reliable and trusted escalation point within the service desk, able to support and mentor less experienced 2nd line technicians when required.

Key accountabilities

1. Providing in-depth technical support and advice for the Service Desk, managing customer requests from initial contact to resolution
2. Participating in the installation, configuration, upgrade, security, and maintenance of computers, peripheral equipment, software, and IT infrastructure (network, switches, server support, etc.)
3. Delivering proactive system maintenance to ensure system availability according to agreed Service Times
4. Acting as local onsite technician for specific sites and locations responsible for the diagnosis and resolution of IT faults
5. Resolving IT incidents in accordance with support processes and updating incident records in the IT Service Desk system
6. Fulfilling service requests and updating follow-up actions in the Service Desk system
7. Contributing to and maintaining technical and procedural documentation for responsible sites and locations
8. Assisting with IT projects and innovations, including testing new technology
9. Participating in IT system design and architecture
10. Diagnosing and resolving hardware/software, desktop, and telecoms problems within the SLA's
11. Ensuring completion of all complex daily tasks and checks
12. Applying experience in networking, design, and implementation
13. Applying knowledge of ISO Standards
14. Demonstrating strong diagnostic and problem-solving skills in hardware, software, and networking incidents
15. Supporting Windows Server, Windows 10, and Mac OS X systems
16. Using remote software distribution systems (e.g., Windows Deployment Server)
17. Managing Active Directory, Group Policy, VMware, and general administration tasks
18. Assigning rights and managing inherited permissions
19. Supporting a large customer base in a customer service environment
20. Holding relevant certifications: MCSA Windows 10, Office; CompTIA Network+; HP AIS Network Infrastructure; VMware Certified Professional or Apple Certified Support Professional