Third-line Support Engineer

Wireless Logic; East Midlands; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading company in the IoT sector is seeking a Third-line Support Engineer to join their IT team. The role involves resolving complex technical issues, maintaining system performance, and contributing to the security of services offered. This position offers a hybrid working option, providing flexibility in a dynamic environment with opportunities for personal and professional development.

Benefits

25 days holiday plus Bank Holidays

Private Health Insurance

Pension scheme

Hybrid working approach

Qualifications

• Minimum of 3 years' experience in IT Support.
• Hands-on experience with troubleshooting and resolving issues.
• Good working knowledge of switching, routing, and security technologies.

Responsibilities

• Act as an escalation point for advanced technical issues.
• Investigate and resolve third-line incidents, ensuring minimal service disruption.
• Maintain accurate technical documentation and collaborate with teams.

Skills

Troubleshooting

Analytical skills

Problem-solving

Customer Service

Education

Relevant IT Certifications

Cisco Certifications

Microsoft Certifications

Tools

Microsoft Server Operating Systems

Active Directory

Network Monitoring Tools

Virtualisation technologies

Firewall and VPN technologies

Job description

Job Description

Job Title: Third-line Support Engineer
Department: IT
Reporting To: Head of Networks, Infrastructure and Security

The Company
Mobius Networks is a pioneer in providing reliable, secure, quality connections for machine to Machine (M2M) and Internet of Things (IoT) systems worldwide. We have a strong track record of delivering data and services, providing remote diagnostics, and service improvements whilst being cost effective for our customers.

Mobius Networks offers a select range of networks known for their security, reliability, and availability, setting us apart in the industry.

Purpose of the role
As a key member of the IT Team within Mobius Networks, the Third Line Support Engineer is responsible for resolving complex technical issues, maintaining service continuity and contributing to the stability, security and performance of both internal and customer facing IoT Infrastructure systems and solutions.

Areas of focus for this role are to support both the Internal Infrastructure and Customer facing IoT networks whilst collaborating with the 24/7 Service Desk Team. This includes triaging and resolving faults, issues and incidents. In addition to this, the Third Line Support Engineer has responsibility for executing upgrades and delivering improvements in alignment with projects and continuous improvement plans.

The role will play a key part in the delivery and implementation of customer solutions, all whilst ensuring the highest levels of reliability, scalability, and security for the services Mobius provides to its customers.

Responsibilities
• Act as an escalation point for advanced technical issues, supporting both internal users and customer environments across Mobius' IT and IoT infrastructure.
• Investigate and resolve third-line incidents, including major and business-critical faults, ensuring minimal disruption to services.
• Contribute to infrastructure changes, upgrades, and service improvements in collaboration with project and delivery teams.
• Monitor system performance and proactively identify opportunities to optimise infrastructure reliability, scalability, and security.
• Support and enhance Mobius' cyber security posture through patching, configuration hardening, and incident response.
• Maintain accurate technical documentation, including procedures, troubleshooting guides, and change records.
• Collaborate with mobile network operators and internal teams to support and improve end-to-end service delivery.
• Ensure adherence to operational processes and policies while identifying opportunities for improvement.
• Achieve and maintain Cisco / Microsoft / Other vendor certifications as required for the role.

Key Skills and Experience
• Minimum of 3 years' experience within IT Support or Managed Services function
• Highly technical with real hands-on experience with troubleshooting and resolving issues
• Strong multitasking abilities with the capability to manage and prioritise workloads effectively and efficiently
• Strong analytical and problem-solving skills
• Collaborate and integrate seamlessly within a team
• Comfortable working in a dynamic working environment
• Excellent communication and documentation skills
• Excellent Customer Service experience
• Experience with working with third parties
• Comfortable working both in an office environment and remotely

Excellent working knowledge of:
o Microsoft Sever Operating Systems
o Active Directory
o Switching, Routing and Security technologies
o End User Compute (EUC) technologies

Good working knowledge of:
o Veeam and other third-party backup and recovery technologies
o Virtualisation technologies, including Hyper V and VMWare
o Firewall and VPN technologies and configuration
o Switching and Routing technologies and configuration
o Network Monitoring Tools, such as PRTG
o Server-based client services (DHCP, DNS)
o PowerShell scripting
o Server, Client and Networking Hardware
o Multi-Factor (MFA) / Two-Factor (2FA) tools and services
o Endpoint Detection and Response (EDR) tools and services

Desirable Criteria:
o Microsoft Certifications
o Cisco Certifications
o Experience of Linux services and solutions
o Email protection and security, such as Mimecast
o Exposure or Experience of Cyber Essentials / Cyber Essentials Plus is advantageous
o Exposure or Experience with RADIUS is advantageous, such as Steel-Belted or nuRADIUS

Additional Information
The Company offers 25 days holiday plus Bank Holidays, Private Health Insurance, and Pension.

All employees must undertake a DBS (criminal record check) and credit check.

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world's diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us ([e-mail]) and we will respond to your query as soon as possible.