IT Support Engineer - 3Rd Line

Netteam tX Ltd; Manchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

Netteam tX Ltd in Manchester is seeking an IT Support Engineer (Third Line) to provide senior technical support across our managed client base, acting as the escalation point for complex incidents and engineering-level change.

You will own investigations through to resolution, drive root cause analysis, coordinate with vendors and internal teams, and maintain clear documentation to enable resolution at the lowest appropriate support tier.

Qualifications

• Experience in senior second/third line infrastructure support.
• Ability to work independently and own complex escalations.
• Strong troubleshooting with evidence-based diagnosis.

Responsibilities

• Own complex escalations with complete evidence and next actions.
• Lead advanced diagnosis across infrastructure, Microsoft cloud, networking, security and DR.
• Provide updates during incidents and problems to stakeholders.
• Perform Root Cause Analysis and document Known Errors.
• Deliver permanent remediation via configuration changes, scripting or upgrades.
• Maintain IT Glue documentation and knowledge content.

Skills

Troubleshooting

Independent worker

Clear communication

Vendor engagement

Education

IT related degree or relevant qualifications

Tools

Autotask

Datto RMM

IT Glue

Job description

Job Title: IT Support Engineer - Third Line

Location: Manchester

Salary: £40,000 - £50,000 per annum DOE

Job Type: Full Time, Permanent

At Netteam tX, we recognize and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.

About the role:

You will provide senior third Line technical support across Netteam's managed client base, acting as the technical escalation point for complex incidents, recurring problems and engineering-level change. You will own advanced investigation through to resolution, drive Root Cause Analysis and Problem Management, and work with vendors and internal teams to deliver permanent fixes, reduce repeat demand and improve service resilience. You will maintain clear technical documentation and provide knowledge transfer to enable resolution at the lowest appropriate support tier.

Responsibilities:

• Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions
• Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact
• Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity
• Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds
• Validate escalations, provide technical guidance, and return those that do not meet agreed escalation standards
• Deliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following Netteam change and security controls
• Maintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-left
• Provide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activity
• Identify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidents
• Work with AI & Automation to automate repeatable technical fixes and manual activity where appropriate
• Lead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution
• Plan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvement
• Provide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handover
• Maintain Information Security, ISMS, data protection and change-control requirements and elevate material technical or security risk

About you:

Experience:

• Ability to work independently, take technical ownership and drive complex issues through to resolution
• IT related degree or relevant industry qualifications are highly desirable
• Demonstrable experience in senior second Line, third Line, infrastructure or MSP support, owning complex technical escalations
• Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking
• Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation
• Experience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validation
• Experience supporting Major Incidents and vendor or third-party technical escalations
• Detailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP
• Detailed experience with Microsoft 365, Azure and related technologies
• Exchange Online
• Microsoft Entra ID / Azure Active Directory and hybrid identity
• Conditional Access / MFA
• Microsoft Intune / Mobile Device Management
• Microsoft Defender, Information Protection / DLP
• Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processes
• Strong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoring
• Knowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, WatchGuard, Voice/3CX and email security is desirable
• Current and valid UK driving licence is desirable; PowerShell or equivalent scripting capability would be advantageous
• Experience of working within an MSP and/or Hospitality environment is advantageous but not essential

Personal Attributes:

• Friendly, professional and credible with technical and non-technical clients
• Technically curious and proactive, with a strong drive to research unfamiliar technologies and improve solutions
• Strong written and verbal communication skills with the ability to explain complex technical issues clearly
• Recognizes the importance of frequent and clear communication during incidents, escalations and dependency-driven work
• Analytical and evidence-led, focused on identifying underlying causes rather than repeatedly treating symptoms
• Actively shares knowledge and supports First and Second Line development without creating technical silos
• Disciplined, with the ability to prioritise and execute technical tasks effectively under pressure
• Accountable and outcome-focused, taking ownership through to validated resolution

Note: This description is not intended to establish a total definition of the job but an outline of the duties.

In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.

Candidates with experience of: Infrastructure Engineer, Windows Server Infrastructure Engineer, Server Support Technician, ICT Systems Engineer, 3rd Line Support, Field Support Technician, Technical Support Engineer, 3RD Line Support Engineer may also be considered for this role