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3rd Line Support

Clearline Recruitment Ltd

Crawley

On-site

GBP 45,000 - 48,000

Full time

24 days ago

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An established industry player is seeking a skilled 3rd Line Support Engineer with extensive IT support experience, particularly in a Managed Service Provider (MSP) environment. This role offers the chance to step into a leadership position, where you'll be pivotal in managing technical support operations and ensuring customer satisfaction. You will troubleshoot complex issues, coordinate with teams, and drive service enhancements. If you are passionate about technology and leadership, this opportunity offers a fantastic work environment and the chance to make a significant impact.

10+ years in IT support, ideally in an MSP environment.
Strong expertise in Microsoft technologies and networking.

Manage assigned tickets efficiently and respond to calls promptly.
Troubleshoot and resolve faults, coordinating with the Field Engineering team.

IT Support

Microsoft Technologies

Windows OS

Office 365

Active Directory

Networking

Problem-Solving Skills

Leadership Mindset

Meraki

HPE

Cisco

Virtualization Tools

Backup Solutions

Firewalls

Salary: GBP45000 - GBP48000 per annum

Role: 3rd Line Support – Technical Support Advisor
Location: Crawley
Hours: Monday – Friday
Pay: £45,000 - £48,000 per annum (DOE)

Clearline Recruitment is hiring on behalf of our client for an experienced 3rd Line Support Engineer with a strong MSP background. This is a fantastic opportunity for someone looking to step into a team leader-style role, acting as the technical right hand to the business.

The Requirements:

10+ years in IT support, ideally in an MSP environment
Strong expertise in Microsoft technologies, servers, and infrastructure
Proficient in Windows OS, Office 365, Active Directory, Exchange
Skilled in networking (Meraki, HPE, Cisco), virtualization, backups, and firewalls
Excellent problem-solving skills with a leadership mindset

The Role:

Ensure efficient management of assigned tickets while keeping the system well-organized and current.
Respond to phone calls promptly, meeting set response times and personal call objectives.
Troubleshoot, log, and resolve faults and service requests, escalating where necessary while keeping customers informed. Identify issues requiring on-site support and coordinate with the Field Engineering team as needed.
Work closely with the Technical Lead to facilitate smooth project transitions into operational workflows.
Conduct in-depth investigations into root causes of issues and implement effective resolutions.
Provide timely updates to management regarding unresolved faults or service level target breaches.
Adhere to and support the continuous improvement of company quality systems and procedures.
Champion best practices and drive ongoing service enhancements within the team.
Play an active role in ensuring the success and efficiency of service operations and overall business performance.

If you’re keen to join an exceptional team who can offer an excellent working environment, then please apply to this 3rd Line Support role below or call Jamie Watson on 01273 063769 between 9:00am – 5:30pm.

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