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- Tasks: Manage complex IT support tickets and provide advanced troubleshooting for diverse technical issues.
- Company: Dynamic MSP in Stoke-on-Trent with a focus on exceptional customer service.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Why this job: Join a fast-paced environment and make a real impact by solving complex IT challenges.
- Qualifications: 5+ years in IT support, with strong skills in Microsoft technologies and network security.
- Other info: Opportunity to mentor junior engineers and contribute to a collaborative team culture.
An MSP based in Stoke-on-Trent is looking for an experienced 3rd Line IT Support Technician to manage complex support tickets escalated from 1st and 2nd line engineers, perform advanced troubleshooting, and resolve a wide range of technical issues across client environments.
The experience expected from applicants, as well as additional skills and qualifications needed for this job are listed below.
This role is ideal for a proactive problem-solver with deep technical expertise in IT infrastructure, who thrives in a fast-paced MSP environment and is dedicated to delivering exceptional customer service.
As the 3rd Line IT Support Technician your key responsibilities will be:
* Handle complex incident and problem tickets escalated from 1st and 2nd line engineers.
* Provide advanced troubleshooting and root cause analysis for hardware, software, server, and network related issues.
* Act as a senior point of contact within the service desk, offering mentoring and technical guidance to junior engineers and apprentices.
* Maintain clear and detailed technical documentation and contribute to the knowledge base.
* Liaise with clients to provide updates and explanations regarding ticket resolution progress.
* Champion service desk efficiencies and support process improvements.
* Ensure all work adheres to internal SLAs and complies with industry best practices.
* Support the team in meeting service desk KPIs by helping maintain manageable ticket volumes and ensuring timely resolution of issues.
The 3rd Line IT Support Technician will be able to demonstrate the following skills and attributes:
* Proven experience in a senior or 3rd line IT support role, with at least 5 years in technical support and 2+ years at a senior level, ideally within a Managed Service Provider (MSP) environment.
* Advanced knowledge of Microsoft Windows Server platforms and domain infrastructure including Active Directory, Group Policy, DNS, and DHCP.
* Strong hands-on experience with Microsoft 365 services, including Exchange Online, SharePoint, and Azure AD (Entra ID), with exposure to Conditional Access, Intune, and Defender for Endpoint.
* Proficient in managing virtualization technologies such as VMware ESXi and Microsoft Hyper-V.
* Confident in configuring and maintaining firewalls, with a strong understanding of network security best practices and cybersecurity principles.
* Skilled in implementing and managing backup solutions and disaster recovery plans.
* Excellent analytical, diagnostic, and problem-solving skills, with the ability to manage escalations independently and work with minimal supervision.
* Familiarity with ITSM frameworks, ideally with ITIL Foundation certification or working knowledge of service management best practices.
* Experience with networking and hardware vendors such as Ubiquiti Unifi, Watchguard, SonicWall, Draytek, Ruckus, TP-Link, and Synology.
* Bachelor’s degree in Computer Science, Information Technology, or a related discipline (preferred but not essential).
Your work will mainly be remote and ticket-based, occasional on-site visits may be required to meet specific client needs.
Appointment will be subject to right to work checks and satisfactory references.
If this sounds like the 3rd Line IT Support Technician position for you, click apply now and send us your CV
3rd Line IT Support employer: Recruitment Robin Ltd
Contact Detail:
Recruitment Robin Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line IT Support
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT world, especially those who work in MSPs. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for technical interviews by brushing up on your troubleshooting skills. Practice explaining complex issues clearly and concisely, as you'll need to demonstrate your expertise in handling escalated tickets.
✨Tip Number 3
Showcase your problem-solving abilities during interviews. Share specific examples of how you've tackled tough technical challenges in the past, especially in a fast-paced environment like an MSP.
✨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 IT Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 3rd line IT support and showcases your technical skills. We want to see how your background aligns with the role, so don’t be shy about mentioning specific technologies you've worked with!
Showcase Problem-Solving Skills: In your application, give examples of complex issues you've resolved. We love proactive problem-solvers, so share stories that demonstrate your analytical and troubleshooting abilities!
Keep It Professional Yet Personal: While we appreciate a professional tone, don’t hesitate to let your personality shine through. A bit of warmth can go a long way in making your application stand out from the crowd!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Recruitment Robin Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft Windows Server platforms, Active Directory, and Microsoft 365 services. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your depth of experience.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex incidents you've resolved, focusing on your analytical and diagnostic skills. Highlight how you approached the problem, the steps you took, and the outcome. This will demonstrate your proactive problem-solving abilities that are crucial for a 3rd Line IT Support role.
✨Communicate Clearly
Since you'll be liaising with clients, practice explaining technical concepts in simple terms. During the interview, make sure to articulate your thought process clearly when discussing ticket resolutions. This will showcase your customer service skills and ability to mentor junior engineers.
✨Familiarise Yourself with ITSM Frameworks
If you have experience with ITIL or other ITSM frameworks, be prepared to discuss how you've applied these principles in your previous roles. If you're not familiar, do some quick research to understand the basics, as it shows your commitment to best practices in service management.
