Senior 3rd Line Lead - Hands-On Incident Resolver

Spectrum IT Recruitment; Redhill; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

5% bonus

22 days annual leave

Company laptop

Company phone

Training and development

Career progression

Team social events

Job summary

Spectrum IT Recruitment is seeking an experienced 3rd Line Lead Engineer in the UK to combine hands-on troubleshooting with technical leadership. You will own complex escalations, drive resolutions and guide the 3rd Line team through high-impact incidents.

The role requires senior-level infrastructure knowledge across Windows, VMware, Citrix and Microsoft 365, with a focus on proactive problem solving and strong customer communication.

Qualifications

• Experience operating at senior 3rd Line level and taking ownership of complex issues.
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Responsibilities

• Take ownership of complex 3rd Line escalations and drive issues through to resolution.
• Lead the technical response to major and high-impact incidents.
• Provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk.
• Review escalations from 1st and 2nd Line and ensure proper troubleshooting is completed.
• Work with suppliers and internal specialists when deeper expertise is needed.
• Identify recurring problems and drive permanent fixes rather than repeat workarounds.
• Coach engineers and contribute to knowledge articles and troubleshooting guides.
• Maintain high standards around documentation, customer communication, security and change control.

Skills

Senior 3rd Line

Technical leadership

Troubleshooting

Root-cause analysis

Escalation handling

Mentoring engineers

Documentation

Security & change control

Tools

Windows Server

Active Directory

DNS/DHCP

Microsoft 365

VMware vSphere

Hyper-V

Citrix/NetScaler

Remote Desktop Services

Palo Alto

Veeam

Job description

Spectrum IT Recruitment is seeking an experienced 3rd Line Lead Engineer in the UK to combine hands-on troubleshooting with technical leadership. You will own complex escalations, drive resolutions and guide the 3rd Line team through high-impact incidents.

The role requires senior-level infrastructure knowledge across Windows, VMware, Citrix and Microsoft 365, with a focus on proactive problem solving and strong customer communication.