IT Support Engineer 3rd Line

Salary: £40,000 - 50,000 per year

Requirements:

• Ability to work independently, take technical ownership and drive complex issues through to resolution
• IT-related degree or relevant industry qualifications are highly desirable
• Demonstrable experience in senior second line, third line, infrastructure or MSP support, owning complex technical escalations
• Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking
• Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation
• Experience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validation
• Experience supporting Major Incidents and vendor or third-party technical escalations
• Detailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP
• Detailed experience with Microsoft 365, Azure and related technologies
• Exchange Online
• Microsoft Entra ID / Azure Active Directory and hybrid identity
• Conditional Access / MFA
• Microsoft Intune / Mobile Device Management
• Microsoft Defender, Information Protection / DLP
• Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processes
• Strong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoring
• Knowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, WatchGuard, Voice/3CX and email security is desirable
• Current and valid UK driving licence is desirable
• PowerShell or equivalent scripting capability would be advantageous
• Experience of working within an MSP and/or Hospitality environment is advantageous but not essential
• Friendly, professional and credible with technical and non-technical clients
• Technically curious and proactive, with a strong drive to research unfamiliar technologies and improve solutions
• Strong written and verbal communication skills with the ability to explain complex technical issues clearly
• Recognizes the importance of frequent and clear communication during incidents, escalations and dependency-driven work
• Analytical and evidence-led, focused on identifying underlying causes rather than repeatedly treating symptoms
• Actively shares knowledge and supports First and Second Line development without creating technical silos
• Disciplined, with the ability to prioritise and execute technical tasks effectively under pressure
• Accountable and outcome-focused, taking ownership through to validated resolution

Responsibilities:

• Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions
• Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact
• Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity
• Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds
• Validate escalations, provide technical guidance, and return those that do not meet agreed escalation standards
• Deliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following our change and security controls
• Maintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-left
• Provide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activity
• Identify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidents
• Work with AI & Automation to automate repeatable technical fixes and manual activity where appropriate
• Lead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution
• Plan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvement
• Provide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handover
• Maintain Information Security, ISMS, data protection and change-control requirements and escalate material technical or security risk

Technologies:

• AI
• Active Directory
• Azure
• Cloud
• IaaS
• Support
• Microsoft 365
• Microsoft Intune
• Mobile
• NAT
• PowerShell
• Security
• TCP/IP
• VPN
• Windows
• Office 365
• ICT

More:

We are Netteam tX, based in Manchester, and we offer a full-time, permanent IT Support Engineer - Third Line role with a salary of £40,000 - £50,000 per annum DOE. Our culture is built around developing talent, encouraging creativity and innovation, and continually refining skills and knowledge as a team and as individuals. We support career growth through both lateral and horizontal opportunities, and some roles are subject to a basic DBS disclosure in line with our recruitment policy and client expectation.

last updated 38 week of 2026