3rd Line Engineer - MSP

You will be joining a defence & security specialist MSP as their latest 3rd line engineer. The 3rd Line Support Engineer will play a crucial role in providing advanced technical support and troubleshooting expertise to resolve complex issues escalated from lower support tiers. The ideal candidate will have a strong background in IT support, with in-depth knowledge of systems, networks, and infrastructure technologies. 

This role requires a proactive problem-solving mindset, excellent communication skills, and the ability to work efficiently under pressure to ensure the stability and reliability of our IT systems and services.

If you are interested in this opportunity, we encourage you to apply today! 

Responsibilities:

• Provide 3rd line support and troubleshooting for escalated incidents and service requests, resolving complex technical issues related to systems, networks, applications, and infrastructure components.
• Conduct thorough root cause analysis to identify the underlying causes of recurring issues, implement corrective actions, and prevent future incidents from occurring.
• Perform system administration tasks, including configuration, maintenance, and optimisation of servers, operating systems, databases, and other IT infrastructure components.
• Configure and manage network devices, such as routers, switches, firewalls, and wireless access points, to ensure optimal performance, security, and reliability of the network infrastructure.
• Monitor the performance, availability, and health of IT systems and services using monitoring tools and platforms, promptly responding to alerts and proactively addressing potential issues.
• Coordinate and implement changes to IT systems and configurations following established change management processes and procedures, ensuring minimal disruption to operations.
• Maintain accurate documentation of IT systems, configurations, procedures, and troubleshooting guides, and share knowledge with peers and lower support tiers to enhance team capabilities.
• Act as a technical escalation point for complex incidents, providing guidance and support to junior engineers and collaborating with other teams to resolve issues within agreed SLAs.
• Oversee and execute the patch management process, ensuring that all systems, applications, and infrastructure components are regularly updated with the latest security patches and updates. This includes assessing the importance of patches, scheduling and deploying patches in a manner that minimises impact on operations and verifying the success of patch deployments to maintain the security and functionality of IT systems.
• Support the transition team in in ensuring the smooth transition of services, from Delivery to Operational support. 3rd line will play a key role in knowledge transfer for 1st and 2nd line teams to support a robust live service practice.

Skills/Must have:

• Bachelor's degree in computer science, information technology, or a related field. Relevant industry certifications (e.g., Microsoft Certified Systems Engineer, Cisco Certified Network Professional, CompTIA Server+) are highly desirable.
• Proven experience in a 3rd line support or similar role, with a strong background in IT support, systems administration, and network management in enterprise environments.
• Expertise in troubleshooting complex technical issues across multiple IT domains, including servers, operating systems (Windows, Linux), networks, databases, and cloud services.
• Proficiency in system administration tasks, such as installation, configuration, and maintenance of server hardware, operating systems, virtualisation platforms (VMware, Hyper-V), and containerisation technologies (Docker, Kubernetes).
• Strong understanding of networking concepts, protocols, and technologies, including TCP/IP, DNS, DHCP, VLANs, routing/switching, firewalls, VPNs, and wireless networks.

Salary:

• £45,000