3Rd Line Engineer

3rd Line Service Engineer

Northampton (Hybrid)

Up to £50,000 + Benefits

With decades of experience, our client is a prominent IT services provider, known for their commitment to innovation, collaboration, and customer-focused solutions. Operating across multiple sectors and supporting public and private clientele from SME to Enterprise, this is an opportunity to join an expanding team with a structured development programme and be part of their plans for growth and market expansion in 2025.

The Role:

As a 3rd Line Engineer, you will be responsible for providing 3rd line support to customers ensuring that incidents, service requests and updates are logged and processed quickly. You will work closely as a point of escalation for 1st and 2nd Line support, ensuring strong communication is maintained throughout.

1. Provide 3rd line technical support to customers.
2. Provide high standard of customer service, ensuring that incidents, service requests and updates from customers are logged and processed quickly and the customer is provided with regular progress updates.
3. Escalate incidents to service team leaders as appropriate.
4. Work closely with 1st and 2nd line technical support and field engineers to ensure a high level of communication is maintained.
5. Ensure updates and job sheets are accurate and completed following each incident or service request.
6. Assist with the training and guidance of 1st and 2nd line team members.
7. Provide assistance to the service team for technical design, implementation and support of customer incidents and projects.
8. Create and maintain suitable customer infrastructure/service documentation.
9. Work with problem management team to determine incident root cause analysis and provide appropriate countermeasures from similar issues from re-occurring.
10. Provide occasional on-site support at customer sites to resolve incidents.
11. Take responsibility and exceed company and customer OLA/SLA's.
12. Provide administrative and technical support of managed service operations including involvement of weekend tasks.
13. Ensure customers and equipment/goods are installed to appropriate standards and industry best practice.

1. Minimum 3 years' experience in a 3rd line technical support role, supporting a variety of core infrastructure technology and services.
2. Proven experience of supporting a broad range of enterprise technologies and applications including Windows Server, Active Directory, Exchange, Terminal Services/Remote Desktop Services, IIS, SharePoint, networking (DNS, DHCP, switches, routers), firewalls, perimeter/security devices, databases, backup and security software and SQL server.
3. Expert knowledge and experience within the Wintel environment.
4. Good knowledge of Windows desktop operating systems.
5. Expert knowledge and experience with supporting Dell and HP server/blade hardware.
6. Good knowledge of Microsoft, Dell, HP, or NetApp SAN storage systems would be highly advantageous.
7. Good knowledge of virtualisation technologies including VMware vSphere, Microsoft Hyper-V would be highly advantageous.
8. Hold two or more industry recognised and relevant certifications, including but not limited to: AZ-*, MS-*, CCA, VCP, CCNA, CCDA, CSA, CSE, AIS, ASE, JNCIA-*. Additional accreditations would be highly desirable. Relevant operational experience will be taken into consideration if certifications are absent.