At a Glance
- Tasks: Provide top-notch technical support and lead complex incident resolutions.
- Company: Join a pioneering IT solutions provider with over 30 years of experience.
- Benefits: Enjoy competitive salary, bonuses, training, and generous holiday allowance.
- Other info: Dynamic work environment with opportunities for professional growth and development.
- Why this job: Make a real impact by solving complex problems and mentoring junior engineers.
- Qualifications: Experience in 3rd Line Support and strong knowledge of Microsoft technologies required.
The predicted salary is between 45000 - 55000 € per year.
About Doherty Associates has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms – including some of the UK’s top ten law firms. We are a Microsoft Gold Partner with five Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited. We are a pioneering and innovative organisation focusing on “cloud-first” projects, enabling and enhancing hybrid and modern workplace capabilities for customers; we pride ourselves on our passion and expertise to deliver transformations and managed services to our customers.
About The Role Reporting to the Service Desk Manager, the 3rd Line Support Engineer is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents. You will engage directly with customers as a trusted technical authority and own and delivery of proactive managed technical services, including regular audits, health checks, and assessments. This is a role for an experienced engineer who can think independently, take ownership, and balance deep technical troubleshooting with structured, proactive service delivery.
We Will Look For You To Demonstrate Success By
- Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents
- Helping develop junior engineers to become more capable, confident, and effective professionals
- Effectively delivering audits and health checks, ensuring these are valued, repeatable, and impactful
- Ensuring that the technical risks are identified and addressed proactively
Key Responsibilities
Escalation Support & Technical Leadership
- Act as the primary escalation point for complex and high-impact incidents across managed services
- Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
- Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms
- Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third‑party vendors when required
- Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
- Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
- Continuously improve service quality, resilience, and security through independent analysis and recommendations
Managed Technical Services Ownership
- Own and deliver repeatable, high-quality technical managed services, such as:
- Monthly or quarterly technical health checks
- Technical baseline reviews
- M365, Azure, endpoint, and infrastructure audits
- Configuration and best‑practice assessments
- Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers
- Identify risks, service gaps, and improvement opportunities before they become incidents
- Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps
- Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real‑world improvements
Client Engagement & Technical Authority
- Act as a technical escalation for customers during high‑severity incidents or complex investigations
- Attend client meetings where deep technical input or explanation is required (remote or occasional on‑site)
- Support Account Managers and Service Delivery Managers during:
- Technical service reviews
- Proposal validation and solution assurance
- Service transition and early‑life support (hyper‑care)
- Communicate complex technical issues clearly, calmly, and commercially to both technical and non‑technical stakeholders
Technical Mentoring & Knowledge Leadership
- Act as a technical mentor and role model for 1st and 2nd Line Engineers
- Coach engineers on troubleshooting techniques, diagnostic thinking, and “how to think”, not just “what to do”
- Deliver internal lunch & learns, walkthroughs, and technical deep dives on:
- Recurring issues and lessons learned
- New technologies and changes to platforms
- Best‑practice operational approaches
- Raise the overall technical maturity and confidence of the service desk
Documentation, Standards & Process Improvement
- Create, review, and improve:
- Technical procedures and runbooks
- Known error records and troubleshooting guides
- Service and platform documentation
- Ensure documentation remains current as environments and services evolve
- Contribute to the ongoing improvement of service desk tooling, standards, and ways of working
- Represent Managed Services during project handovers and service transition, ensuring operational readiness
Qualification, Skills, And Experience
- Proven experience operating as a senior or 3rd Line Engineer within a Managed Services environment
- Strong experience with Microsoft technologies, such as:
- Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
- Windows Server and Active Directory
- Azure (core services, identity, networking basics)
- Solid understanding of:
- Endpoint and device management
- Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
- Security principles and best practices
- Experience working with ITSM tooling (e.g. ConnectWise Manage) and ITIL‑aligned processes
- Fluent spoken English with very good writing skills (e.g. wiring technical documentation)
About The Person
- Professional and calm demeanour
- A positive, ‘can‑do’ attitude
- Comfortable taking ownership of complex issues from investigation through to resolution and prevention
- A natural problem‑solver who can think independently and critically rather than relying solely on runbooks
- Confident engaging directly with customers and internal stakeholders
- Passionate about innovation and improving services, not just fixing tickets
- Excellent communicator, both verbally and in writing
- Patient, approachable and respectful; ability to support colleagues and help with their professional development as well as build strong professional relationships with colleagues across the business
- Methodical with strong analytical and problem‑solving skills
- High sense of urgency and accountability
- Excellent eye for detail
What We Offer In Return
- Basic salary plus bonus
- Sponsored development supported by industry training and certifications
- Incentives for passing Microsoft certifications
- Company pension scheme
- Employee Assistance Programme (wellbeing, physical, financial)
- Private medical insurance
- Income protection insurance
- 33 days holidays (including 8 days of bank holidays)
- Day off on your birthday
- Company sick pay
3rd Line Support Engineer employer: Doherty Associates
Doherty Associates is an exceptional employer, offering a dynamic work environment that fosters innovation and professional growth. As a Microsoft Gold Partner, we provide our employees with sponsored development opportunities, including industry training and certifications, ensuring they stay at the forefront of technology. Our supportive culture prioritises employee wellbeing, with benefits such as private medical insurance, generous holiday allowances, and a commitment to continuous improvement, making it an ideal place for skilled professionals looking to make a meaningful impact in the IT sector.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common technical questions and scenarios related to 3rd Line Support. Mock interviews with friends or mentors can help you feel more confident and articulate your expertise clearly.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past incidents you've resolved, focusing on your thought process and the impact of your solutions. This will demonstrate your ability to think independently and take ownership.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 3rd Line Support Engineer role. Highlight your experience with Microsoft technologies and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your previous experiences make you the perfect fit. Keep it professional but let your personality show through.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex technical issues in the past. We love seeing candidates who can think independently and take ownership of their work, so don't hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you're keen on joining our team at Doherty Associates!
How to prepare for a job interview at Doherty Associates
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft technologies, especially Microsoft 365, Azure, and Windows Server. Be ready to discuss your experience with these platforms and how you've used them in past roles. This will show that you're not just familiar with the tech but can also apply it effectively.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about complex incidents you've handled. Think of specific examples where you took ownership of a problem from start to finish. Highlight your analytical skills and how you approached troubleshooting, as this role requires a methodical mindset.
✨Showcase Your Communication Skills
Since you'll be engaging with clients and stakeholders, practice explaining technical concepts in simple terms. Prepare to demonstrate how you can communicate complex issues clearly and calmly, both verbally and in writing. This is crucial for building trust with clients.
✨Demonstrate Your Mentoring Ability
As a senior engineer, you'll be expected to mentor junior staff. Think of ways you've helped others grow in their roles or shared knowledge in the past. Be ready to discuss how you can contribute to raising the overall technical maturity of the team.
