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- Tasks: Join our IT team as a 3rd Line Support Engineer, tackling complex tech challenges daily.
- Company: Be part of a dynamic company focused on innovative technology solutions and exceptional service.
- Benefits: Enjoy flexible working options, professional development opportunities, and a supportive team culture.
- Why this job: Make a real impact by improving IT infrastructure and mentoring junior colleagues in a collaborative environment.
- Qualifications: Bring your expertise in server management, cloud platforms, and IT security to the table.
- Other info: We value diversity and are committed to fair hiring practices for all candidates.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
3rd Line Support Engineer
Job Market: IT / Information Technology
3rd Line Support Engineer – About the role
Working in a new , dedicated in house Service Desk function to support the growing business and evolving technology needs.
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.
The ideal candidate will have: 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
3rd Line Support Engineer – Key duties
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
3rd Line Support Engineer – Key requirements
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
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
Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
A copy of our D&I policy can be made available upon request.
3rd Line Support Engineer employer: Massenhove Recruitment Limited
Contact Detail:
Massenhove Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Entra, M365, and Dynamics 365 Business Central. Having hands-on experience or even just a solid understanding of these platforms can set you apart during interviews.
✨Tip Number 2
Brush up on your knowledge of ITIL frameworks and structured change management processes. Being able to discuss how you've applied these principles in past roles will demonstrate your readiness for the responsibilities of a 3rd Line Support Engineer.
✨Tip Number 3
Prepare to showcase your problem-solving skills by thinking of examples where you've successfully resolved complex technical issues. Be ready to explain your thought process and the steps you took to reach a solution.
✨Tip Number 4
Network with current or former employees of StudySmarter or similar companies. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Focus on your expertise in server administration, networking, and any relevant certifications you hold.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT and your problem-solving abilities. Mention specific experiences where you've successfully resolved complex issues or contributed to infrastructure improvements.
Highlight Technical Skills: In your application, emphasise your proficiency with tools like Active Directory, Office 365, and any scripting or automation tools you are familiar with. This will demonstrate your capability to handle the responsibilities of the role.
Showcase Continuous Improvement Mindset: Mention any past experiences where you identified opportunities for improvement in IT processes or systems. This aligns with the company's focus on continuous service improvement and project work.
How to prepare for a job interview at Massenhove Recruitment Limited
✨Showcase Your Technical Expertise
As a 3rd Line Support Engineer, you'll need to demonstrate your deep understanding of server administration, networking, and virtualisation. Be prepared to discuss specific technologies you've worked with, such as Active Directory or Office 365, and provide examples of complex issues you've resolved.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about past experiences where you performed root cause analysis or implemented long-term solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with ITIL Frameworks
Since the role involves exposure to ITIL frameworks, brush up on your knowledge of structured change management processes. Be ready to explain how you've applied these principles in previous roles to ensure minimal disruption during changes.
✨Demonstrate Collaboration Skills
Collaboration is key in this role, so be prepared to discuss how you've worked with other IT teams and stakeholders. Highlight any experience you have in mentoring junior staff or leading technical projects, as this will show your leadership potential.
