3rd Line Engineer

As a Third Line Engineer, you will serve as a senior technical specialist within the IT team, responsible for resolving the most complex and critical issues that cannot be addressed by First or Second Line support. You will play a key role in maintaining and improving the organisation’s IT infrastructure, performing deep-dive diagnostics, root cause analysis, and implementing long-term solutions. In addition to supporting escalated incidents, you will contribute to system design, strategic projects, and continuous service improvement.

Key Responsibilities:

Expert-Level Support & Issue Resolution

• Take ownership of high-level, complex incidents and problems escalated from Second Line Support
• Perform in-depth diagnostics and root cause analysis across infrastructure, systems, and applications
• Develop and implement long-term fixes and preventative measures to reduce repeat incidents

Infrastructure Management & Improvement

• Maintain, monitor, and optimise servers, storage, networking, and virtual environments
• Assist with infrastructure upgrades, patching, backups, and disaster recovery planning
• Support the implementation of new technologies and contribute to infrastructure architecture decisions

Collaboration & Technical Leadership

• Work closely with other IT teams and stakeholders to ensure consistent and high-performing IT services
• Provide technical mentorship and guidance to First- and Second-Line colleagues
• Participate in change management processes, ensuring minimal business disruption

Project Work & Continuous Improvement

• Lead or support technical projects such as migrations, deployments, and security enhancements
• Identify opportunities to improve system reliability, performance, and scalability
• Document technical processes, known issues, and architectural decisions in the knowledge base

Essential:

• Proven experience in a Third Line or senior infrastructure support role
• Strong expertise in server administration, networking, virtualisation, and storage solutions
• Solid understanding of IT security principles and best practices
• Ability to carry out detailed troubleshooting and perform root cause analysis
• Experience managing or contributing to technical projects and service improvements
• Proficiency in tools such as Active Directory, Group Policy, Office 365, Exchange, and Windows Server
• Excellent written and verbal communication skills, including documentation and reporting

Desirable:

• Relevant certifications (e.g. Microsoft Certifications or similar.)
• Experience with cloud platforms (e.g. Entra, M365, Dynamics 365 Business Central
• Knowledge of scripting and automation tools (e.g. PowerShell, PowerApps)
• Exposure to ITIL frameworks and structured change management processes
• Experience working in a regulated or enterprise environment

Key Attributes:

• Technically adept: Demonstrates deep technical understanding and a logical approach to problem-solving
• Proactive: Anticipates potential issues and recommends improvements before they impact services
• Collaborative: Works well across teams and supports the development of junior staff
• Detail-oriented: Thorough in documentation, analysis, and execution of technical tasks
• Resilient: Remains calm under pressure and focused on finding solutions in high-impact situations

Doncaster based, UK – Hybrid (3 days a week in office)