Technical Lead, 3rd Line Support — Hands-On

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

Benefits offered by this job

5% annual bonus

25 days annual leave

Workplace pension

Company laptop and phone

Training and progression

Job summary

Spectrum IT Recruitment is seeking an experienced 3rd Line Lead Support Engineer for a hands-on, technical leadership role in Nutfield, near Redhill. You’ll own complex escalations, drive major incidents to resolution and mentor the 3rd Line team while balancing troubleshooting across Microsoft-focused environments.

You'll work across Windows Server, AD, VMware vSphere, Citrix/NetScaler, and network security, ensuring robust change control and clear customer communication.

Qualifications

• Senior 3rd Line experience with hands-on troubleshooting.
• Ability to own complex escalations and drive resolution.
• Strong mentoring and knowledge-sharing mindset.

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 for deeper expertise.
• Identify recurring problems and drive permanent fixes rather than workarounds.
• Coach engineers and contribute to knowledge articles and improved support processes.
• Maintain high standards around documentation, customer communication, security and change control.

Skills

Troubleshooting

Root cause analysis

Technical leadership

Escalation management

Tools

Windows Server

Active Directory

VMware vSphere

Citrix NetScaler

Microsoft 365

Veeam

Palo Alto firewalls

Job description

Spectrum IT Recruitment is seeking an experienced 3rd Line Lead Support Engineer for a hands-on, technical leadership role in Nutfield, near Redhill. You’ll own complex escalations, drive major incidents to resolution and mentor the 3rd Line team while balancing troubleshooting across Microsoft-focused environments.

You'll work across Windows Server, AD, VMware vSphere, Citrix/NetScaler, and network security, ensuring robust change control and clear customer communication.