Senior 3rd Line Lead Support Engineer

Spectrum IT Recruitment; Redhill; On-site; GBP 52,000 - 57,000; Full time

Benefits offered by this job

5% performance-based bonus

22 days’ annual leave, rising to 25

Workplace pension

Company laptop and phone

Double-time for maintenance

Training and career progression

Team social events

Job summary

Spectrum IT Recruitment is seeking an experienced 3rd Line Lead Support Engineer to act as the senior escalation point in Nutfield, Redhill. The role combines hands-on troubleshooting with day-to-day technical leadership across a Microsoft-centric MSP and private-cloud environment.

You will own complex escalations, lead responses to major incidents, guide junior engineers, coordinate with suppliers and maintain robust documentation, security, and change control practices.

Qualifications

• Senior 3rd Line level experience with hands-on problem solving.
• Proven skills in Troubleshooting and root-cause analysis.
• Experience handling technical escalations and major incidents.

Responsibilities

• Take ownership of complex 3rd Line escalations and drive resolution.
• Lead the technical response to major incidents and high-impact issues.
• Provide technical direction to 3rd Line engineers and prioritise work by impact and SLA risk.
• Review escalations from lower support levels to ensure proper troubleshooting.
• Collaborate with suppliers and internal specialists for deeper expertise.
• Identify recurring problems and drive permanent fixes and better processes.
• Coach engineers and contribute to knowledge articles and guides.
• Maintain high standards for documentation, customer communication, security and change control.

Skills

Senior 3rd Line level

Troubleshooting

Root-cause analysis

Technical escalations

Customer communication

Tools

Windows Server

Active Directory

Group Policy

DNS

DHCP

Microsoft 365

Entra ID

Exchange Online

Teams

MFA

Conditional Access

VMware vSphere

Hyper-V

Citrix

NetScaler

Remote Desktop Services

Networking

Palo Alto firewalls

Veeam

IRIS

CCH

Sage

Job description

Spectrum IT Recruitment is seeking an experienced 3rd Line Lead Support Engineer to act as the senior escalation point in Nutfield, Redhill. The role combines hands-on troubleshooting with day-to-day technical leadership across a Microsoft-centric MSP and private-cloud environment.

You will own complex escalations, lead responses to major incidents, guide junior engineers, coordinate with suppliers and maintain robust documentation, security, and change control practices.