Tier III Support Technician

halma; North Shields; On-site; GBP 30,000 - 48,000; Full time

Job summary

OsecoElfab in the United Kingdom (North Shields) is seeking a Tier III Support Technician to provide advanced technical support, diagnose root causes, and implement long-term solutions for core systems and infrastructure. You will collaborate with the Global IT Manager and Halma IT to maintain alignment with global IT standards.

You will lead technical execution of IT projects, support incident management, and contribute to documentation while upholding security and best practices.

Qualifications

• Proven experience in a Tier II / Tier III support or systems support role.
• Experience working within an IT helpdesk or service management environment.
• Experience managing incidents, service requests, and escalations using a ticketing system.
• Strong troubleshooting skills across Windows desktop and server environments.
• Experience managing Active Directory, Azure AD, and Microsoft 365 environments.
• Strong understanding of networking fundamentals and troubleshooting.
• Experience analysing system logs and performing root cause analysis.
• Experience supporting virtualization platforms and server environments.
• Ability to manage and prioritise complex technical issues.
• Ability to work independently and take ownership of technical problems.
• Strong communication and documentation skills.

Responsibilities

• Act as escalation point for Tier II support for complex or unresolved issues
• Perform root cause analysis and implement long-term fixes
• Troubleshoot advanced issues across systems, infrastructure, and enterprise applications
• Support and maintain servers, virtualization platforms, and core infrastructure
• Monitor system performance, logs, and alerts to proactively identify issues
• Support patching, upgrades, and system maintenance activities
• Assist with backup, recovery, and disaster recovery processes
• Lead technical execution of IT projects and system improvements as directed
• Implement infrastructure changes and new technologies in alignment with Global IT direction
• Work with the Global IT Manager and group IT (Halma IT) on technical implementations
• Provide technical guidance and support to Tier I and Tier II technicians
• Work in coordination with the Global IT Manager to support site-level and global IT operations
• Contribute to technical documentation, standards, and procedures
• Ensure alignment with IT policies, security requirements, and best practices

Skills

Tier II/III support

IT helpdesk

Incident management

Windows troubleshooting

Active Directory

Azure AD

Microsoft 365

Networking basics

Log analysis

Server administration

Documentation

Communication

Education

Relevant certifications (Microsoft/VMware/Networking)

Tools

VMware

Hyper-V

Microsoft 365 Admin Center

Azure

PowerShell

SCCM

Ticketing systems

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

For more information visit : http://www.osecoelfab.com/

Position Summary:

The Tier III Support Technician provides advanced technical support and serves as the escalation point for complex IT issues. This role is responsible for diagnosing root causes, implementing long-term solutions, and supporting core systems and infrastructure.

The role works closely with the Global IT Manager and group IT (Halma IT), ensuring all technical activities are aligned with global IT standards and direction. This position focuses on technical expertise and execution and does not include management or site ownership responsibilities.

In addition to the outlined responsibilities, all employees are expected to consistently uphold and embody our company's core values and behaviours in their daily work, fostering a culture of integrity, collaboration, and excellence.

Key Job Responsibilities:

Advanced Technical Support

• Act as escalation point for Tier II support for complex or unresolved issues
• Perform root cause analysis and implement long-term fixes
• Troubleshoot advanced issues across systems, infrastructure, and enterprise applications

Systems & Infrastructure Support

• Support and maintain servers, virtualization platforms, and core infrastructure
• Monitor system performance, logs, and alerts to proactively identify issues
• Support patching, upgrades, and system maintenance activities
• Assist with backup, recovery, and disaster recovery processes

Project & Technical Execution

• Lead technical execution of IT projects and system improvements as directed
• Implement infrastructure changes and new technologies in alignment with Global IT direction
• Work with the Global IT Manager and group IT (Halma IT) on technical implementations

Collaboration & Support

• Provide technical guidance and support to Tier I and Tier II technicians
• Work in coordination with the Global IT Manager to support site-level and global IT operations
• Contribute to technical documentation, standards, and procedures
• Ensure alignment with IT policies, security requirements, and best practices

Knowledge, Skills and Abilities:

• Proven experience in a Tier II / Tier III support or systems support role
• Experience working within an IT helpdesk or service management environment
• Experience managing incidents, service requests, and escalations using a ticketing system
• Strong troubleshooting skills across Windows desktop and server environments
• Experience managing Active Directory, Azure AD, and Microsoft 365 environments
• Strong understanding of networking fundamentals and troubleshooting
• Experience analysing system logs and performing root cause analysis
• Experience supporting virtualization platforms and server environments
• Ability to manage and prioritise complex technical issues
• Ability to work independently and take ownership of technical problems
• Strong communication and documentation skills

Preferred Skills

• Experience supporting virtualization platforms (e.g., VMware, Microsoft Hyper-V), including basic administration and troubleshooting
• Experience with backup and disaster recovery solutions
• Experience working in hybrid IT environments (on-premises and cloud)
• Familiarity with security and compliance requirements

Education and Certification Qualifications:

• Relevant certifications (Microsoft, VMware, networking) are advantageous
• Degree not required; relevant experience is considered equally

#OsecoElfab

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!