At a Glance
- Tasks: Provide senior-level technical support and resolve complex incidents in a dynamic environment.
- Company: Join a leading MSP in Manchester with a hybrid work model.
- Benefits: Enjoy a competitive salary of £50k and opportunities for professional growth.
- Other info: Be part of a collaborative team focused on innovation and continuous improvement.
- Why this job: Make a real impact by solving challenging technical issues and improving service resilience.
- Qualifications: Experience in 2nd or 3rd Line support with strong networking skills required.
We are looking for an experienced 3rd Line Engineer to join our technical support team, providing senior-level technical support across a managed client environment. You will act as a key technical escalation point for complex incidents, recurring problems and engineering-level changes. You will take ownership of advanced technical investigations through to resolution, drive Root Cause Analysis and Problem Management, and work closely with internal teams, customers and third-party vendors to deliver permanent solutions. A strong networking background is essential for this role. The successful candidate will have hands-on experience troubleshooting and supporting enterprise networks, including routing, switching, firewalls, VPNs, VLANs, DNS, DHCP and associated network technologies. You will also contribute to service improvement, automation, technical documentation and knowledge sharing, helping to reduce recurring incidents and improve overall service resilience.
Key Responsibilities
- Own complex 1st and 2nd Line escalations within the PSA system, ensuring comprehensive technical evidence, time entries, dependencies and next actions are documented.
- Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony.
- Provide clear and timely customer communication 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 ensure tickets meet agreed escalation standards.
- Deliver permanent remediation through configuration changes, scripting, automation, upgrades and vendor engagement.
- Maintain accurate technical documentation and create knowledge articles, RCA documentation 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 technical issues, technical debt, security weaknesses and resilience risks, recommending improvements to reduce repeat incidents.
- Work with AI and automation technologies to automate repeatable technical fixes and manual processes 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 improvements.
- Provide out-of-hours support to clients on a rota basis, including critical technical escalation and effective handover.
- Maintain Information Security, ISMS, data protection and change-control requirements, escalating material technical or security risks appropriately.
Essential Experience & Skills
- Demonstrable experience in a senior 2nd Line, 3rd Line, Infrastructure or MSP environment, with responsibility for complex technical escalations.
- Strong hands-on networking experience is essential, including: TCP/IP, DNS and DHCP, Routing and switching, Firewalls, VLANs, VPNs, NAT/PAT, ACLs, Network monitoring and troubleshooting.
- Experience with S2S/P2S VPNs, LACP, SSL certificates and enterprise firewall technologies. Experience with WatchGuard or comparable firewall platforms is desirable.
- Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking.
- Ability to work independently, take technical ownership and drive complex issues through to resolution.
- Detailed experience supporting Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP.
- Detailed experience with Microsoft 365, Azure and related technologies, including: Exchange Online, Microsoft Entra ID / Azure AD, Hybrid identity, Conditional Access and MFA, Microsoft Intune / MDM, Microsoft Defender Information Protection / DLP.
- Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration/recovery processes.
- Experience with Problem Management, Root Cause Analysis, Known Errors, knowledge creation and remediation validation.
- Experience supporting Major Incidents and managing vendor/third-party technical escalations.
- Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation.
- Strong communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
- Ability to manage competing priorities and work effectively in a customer-focused MSP environment.
3rd Line Technical Support - MSP in Manchester employer: Planet Recruitment
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StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Technical Support - MSP 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 Planet Recruitment 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 Planet Recruitment 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 Planet Recruitment!
✨Direct Apply to Planet Recruitment
Let's not forget to apply directly through the Planet Recruitment 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 3rd Line Technical Support - MSP 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 Planet Recruitment.
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 Planet Recruitment. 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 Planet Recruitment
✨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.
