3rd Line Support Engineer

We are seeking a highly skilled and proactive 3rd Line Engineer to join our engineering team. This role is pivotal in delivering advanced technical support across our customer base, both remotely and on-site. You will also play a key role in mentoring 2nd Line Engineers, supporting pre-handover projects, and ensuring seamless integration of new customers into our service ecosystem.

Key Tasks & Accountabilities
Technical Support & Escalations
* Provide expert-level troubleshooting and resolution for complex technical issues escalated from 1st and 2nd line support.
* Deliver remote and field-based support for critical incidents, ensuring minimal disruption to customer operations.
* Maintain ownership of high-priority tickets and ensure timely resolution in line with SLAs.
Project & Onboarding Support
* Collaborate with project teams to provide technical support for new customer deployments during the implementation and post implementation phase before handover into in-life helpdesk teams
* Assist in the transition of new services and customers into the support environment, ensuring readiness and documentation.
Coaching & Development
* Mentor and coach 2nd Line Engineers, fostering technical growth and knowledge sharing.
* Lead technical workshops and training sessions to upskill the support team.
* Act as a technical escalation point and promote best practices across the service desk.
* Contribute to the continuous improvement and development of our internal knowledge base for support and technical staff
Infrastructure & Systems
* Oversee patching, updates, and health checks across core infrastructure.
* Monitor and manage internal networks, servers, and cloud services.
* Ensure internal systems are secure, resilient, and optimised for performance.

What will You Bring?
Experience & Competencies
* Proven experience in a 3rd Line Support role within IT and/or Telecoms.
* Ability to resolve complex technical issues across infrastructure, networking, and telecom systems.
* Proficient in root cause analysis and incident resolution.
* Deep understanding of Entra ID, Azure Compute, Intune, networking protocols, firewalls, and VoIP.
* Ability to support technical aspects of new customer deployments and infrastructure projects.
* Knowledge of cybersecurity principles and best practices.
* Familiarity with data protection regulations and secure system configurations.
* Strong commitment to delivering high-quality service and support.
* Ability to communicate technical solutions clearly to non-technical stakeholders.
* Experience mentoring junior engineers, fostering a learning culture, and leading by example.
* Confidence in making decisions under pressure and in complex scenarios.
* Excellent verbal and written communication skills.
* Ability to work cross-functionally with service desk, project teams, and customers.
* Comfortable working in dynamic environments, both remotely and on-site.
* Self-motivated with a continuous improvement mindset.

Vendor Exposure
* Networking - Meraki, Watchguard, Draytek ACS, Datto, Cato, Starlink
* Audio/Visual - Yealink, 8x8, Horizon, Samsung CMS, NowSignage
* Identity and Management - EntraID, Intune, NinjaRMM, Defender
* Cloud - Azure, SharePoint, Teams, Power Automate
And More

What is in it for You?
* A competitive salary + profit share scheme
* 22 days holiday plus an extra day for your birthday, increasing to 25 days holiday in your secondyear
* Pension scheme
* NHS Healthcare Top-Up Cash Plan (money back on everyday medical expenses)
* Death in Service (3 x salary)
* Discount scheme on entertainment/shopping/leisure activities
* 0.5 days per year paid volunteering/community work
* Wellbeing support and advice

Culture & Environment
As an employer, we place great importance on our diverse and collaborative workforce and culture. We particularly focus on 5 pillars of success: People, Platforms, Services, Solutions and Sustainability.

Our people are the key to all our success and we are committed to identifying and working to each individual's strengths, to create a balanced and innovative atmosphere and a consultative way of operating.

All our employees display and are measured on some specific core standards of ethical and engaging behaviour:
* Customer Focused
* Accountable
* Commercially Aware
* Team Working/Collaboration
* Innovative