Third Line Support Analyst

Corporatec (UK) Ltd; Greater London; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading Managed Service Provider in Greater London seeks a Third Line Support Analyst to enhance their dynamic IT support team. The successful candidate will tackle complex technical challenges, mentor junior staff, and ensure compliance with service level agreements. The role offers opportunities for career advancement in a fast-paced environment, with a customer-centered approach to providing IT solutions.

Benefits

25 days' holiday plus public holidays

Enhanced family leave after 1 year

Regular social events

Professional development opportunities

Work equipment for home and on-site use

Qualifications

• Minimum 3 years' experience in a similar third line support or senior IT support role.
• Strong communication skills with a customer service focus.
• Ability to technically lead and implement projects for clients.

Responsibilities

• Act as a final escalation point for 1st and 2nd line support.
• Troubleshoot complex technical issues in various environments.
• Ensure SLA compliance and document resolutions.

Skills

Problem solving

Technical documentation

Customer service

Networking

Virtualization

Tools

Microsoft 365

Azure

VMware

Hyper-V

Solarwinds

PRTG

Job description

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We are seeking a highly skilled and experienced Third Line Support Analyst to join our dynamic IT support team within a fast-paced Managed Service Provider (MSP) environment. This role involves a customer focused approach, handling complex technical issues, leading incident and problem resolution efforts, and acting as an escalation point for the 1st and 2nd line support teams. The ideal candidate will have strong problem-solving abilities, deep technical knowledge across a broad range of systems, and the ability to work effectively under pressure.

Responsibilities

• Act as a final escalation point for 1st and 2nd line, while providing technical mentoring to junior engineers
• Troubleshoot and resolve complex technical issues in Windows Server, Active Directory, Microsoft 365, Azure, networking, and virtualization environments.
• Deliver infrastructure upgrades, patching, migrations, and project-based work for multiple clients.
• Collaborate with internal teams and vendors to resolve hardware/software issues.
• Document resolutions, knowledge articles, and client environments in the service management system.
• Ensure SLA compliance
• Minimum 3 years' experience in a similar third line support or senior IT support role within an MSP environment
• Along with our Project Manager have the ability to technically lead, implement and deliver projects for our clients.
• Microsoft 365 (Migration, Implementation, MDM, Security)
• Implement and manage virtualization technologies such as VMware and Hyper-V.
• Experience with Azure services (VMs, Azure AD, Conditional Access, NSGs, etc.)
• Document technical procedures, configurations, and project plans.
• Excellent written and verbal communication skills with a strong customer service focus

Desired Skills & Experience

• Manage and troubleshoot firewalls and other security appliances
• Networking (Cisco, SonicWall, HP)
• Disaster Recovery & Online Backup
• Mail DNS (MX, DMARC, DKIM, SPF)
• Familiarity with monitoring and management tools (Solarwinds, PRTG)
• Work equipment provided for both home and onsite use
• 25 days' holiday (increasing after 3 years’ service) plus public holidays
• Enhanced family leave (maternity, paternity, adoption) after 1 years' service
• Regular social events throughout the year
• Supportive team environment with opportunities for professional development

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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