Senior 3rd Line IT Support Engineer

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

Job summary

Netteam tX Ltd is looking for an IT Support Engineer - Third Line to join our Manchester team. You will act as the senior escalation point for complex incidents across our managed client base, owning investigation through to permanent fixes and knowledge transfer.

You will engage with vendors and internal teams to improve service resilience and document resolutions. The role requires hands-on experience in Windows Server, Microsoft 365/Azure, networking, and security, with a focus on root cause

Qualifications

• Senior 2nd/3rd line MSP support experience with ownership of complex escalations.
• Strong troubleshooting using log analysis and evidence-based diagnosis.
• Proficiency with Autotask, Datto RMM and IT Glue.
• IT-related degree or relevant industry qualifications.

Responsibilities

• Own complex escalations in PSA system with evidence, time entries, and next actions.
• Lead diagnosis across infrastructure, Microsoft 365/Azure, networking, and security.
• Provide clear and timely customer updates during incidents and problems.
• Own assigned Problem records, perform Root Cause Analysis, and maintain Known Errors.
• Validate escalations and provide guidance for those not meeting standards.
• Deliver remediation via config changes, scripting, upgrades and vendor engagement.
• Maintain accurate IT Glue documentation and create knowledge content.
• Provide senior support during Major Incidents and post-incident reviews.
• Identify recurring demand, security weaknesses, and resilience improvements.
• Collaborate with AI & Automation to reduce repetitive fixes.
• Lead vendor and third-party engagement through to resolution.
• Plan BAU escalations, Problems, and proactive service improvements.
• Provide out-of-hours support on a rota basis.

Skills

Independent work

Technical ownership

Troubleshooting

Communication

Vendor engagement

Education

IT-related degree

Industry qualifications

Tools

Autotask

Datto RMM

IT Glue

PowerShell

Job description

Netteam tX Ltd is looking for an IT Support Engineer - Third Line to join our Manchester team. You will act as the senior escalation point for complex incidents across our managed client base, owning investigation through to permanent fixes and knowledge transfer.

You will engage with vendors and internal teams to improve service resilience and document resolutions. The role requires hands-on experience in Windows Server, Microsoft 365/Azure, networking, and security, with a focus on root cause