At a Glance
- Tasks: Provide senior technical support and resolve complex IT issues for our clients.
- Company: Join Netteam tX, a forward-thinking tech company that values talent and innovation.
- Benefits: Enjoy a competitive salary, career growth opportunities, and a supportive work culture.
- Other info: Dynamic team environment with opportunities for professional development and creativity.
- Why this job: Make a real impact by solving challenging problems and enhancing client experiences.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a passion for technology.
The predicted salary is between 50000 - 50000 £ per year.
Location: Manchester
Salary: £40,000 - £50,000 per annum DOE
Job Type: Full Time, Permanent
At Netteam tX, we recognize and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.
About the role:
You will provide senior third Line technical support across Netteam's managed client base, acting as the technical escalation point for complex incidents, recurring problems and engineering-level change. You will own advanced investigation through to resolution, drive Root Cause Analysis and Problem Management, and work with vendors and internal teams to deliver permanent fixes, reduce repeat demand and improve service resilience. You will maintain clear technical documentation and provide knowledge transfer to enable resolution at the lowest appropriate support tier.
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 Netteam 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.
About you:
Experience:
- 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.
- 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.
Personal Attributes:
- 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.
Note: This description is not intended to establish a total definition of the job but an outline of the duties.
In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with experience of: Infrastructure Engineer, Windows Server Infrastructure Engineer, Server Support Technician, ICT Systems Engineer, 3rd Line Support, Field Support Technician, Technical Support Engineer, 3RD Line Support Engineer may also be considered for this role.
IT Support Engineer - 3rd Line in Manchester employer: Netteam tX Ltd
Netteam tX Ltd is an excellent employer for IT professionals seeking a dynamic and supportive work environment in Newbury. With a strong emphasis on continuous learning, competitive salaries, and a commitment to work-life balance, employees are encouraged to grow their skills while enjoying a diverse and inclusive culture. The opportunity to engage in both independent and team-based projects makes this role particularly rewarding for those looking to make a meaningful impact in the IT sector.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Engineer - 3rd Line in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Netteam tX Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Netteam tX Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Netteam tX Ltd!
✨Direct Apply to Netteam tX Ltd
Let's not forget to apply directly through the Netteam tX Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Engineer - 3rd Line in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Netteam tX Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Netteam tX Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Netteam tX Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
