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- Tasks: Manage complex IT support tickets and provide advanced troubleshooting.
- Company: Join a dynamic MSP in Stoke-on-Trent focused on exceptional customer service.
- Benefits: Enjoy remote work flexibility and opportunities for professional growth.
- Why this job: Be part of a fast-paced environment where your problem-solving skills shine.
- Qualifications: 5+ years in IT support, with advanced knowledge of Microsoft technologies.
- Other info: Occasional on-site visits may be required; right to work checks apply.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
- Bachelors 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!
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3rd Line IT Support Engineer 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 Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows Server platforms and Microsoft 365 services. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Prepare to showcase your problem-solving skills by thinking of examples where you've successfully resolved complex technical issues. This will help you illustrate your ability to handle escalated tickets effectively, which is a key responsibility of the position.
✨Tip Number 3
Research the company’s approach to customer service and their service desk efficiencies. Understanding their values and processes will allow you to align your answers with their expectations during the interview.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the role, which can be invaluable when preparing for your interview.
We think you need these skills to ace 3rd Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in 3rd line IT support. Focus on your technical skills, especially those mentioned in the job description, such as Microsoft Windows Server platforms, Active Directory, and virtualization technologies.
Craft a Strong Cover Letter: Write a cover letter that showcases your problem-solving abilities and customer service dedication. Mention specific examples of how you've handled complex support tickets or improved service desk efficiencies in previous roles.
Highlight Relevant Certifications: If you have any certifications related to ITIL, Microsoft, or networking technologies, be sure to include them in your application. This will demonstrate your commitment to professional development and your expertise in the field.
Showcase Your Soft Skills: In addition to technical skills, emphasise your communication and mentoring abilities. The role requires liaising with clients and guiding junior engineers, so mentioning your experience in these areas can set you apart from other candidates.
How to prepare for a job interview at Recruitment Robin Ltd
✨Showcase Your Technical Expertise
Be prepared to discuss your hands-on experience with Microsoft Windows Server platforms, Active Directory, and other relevant technologies. Highlight specific examples of complex issues you've resolved in previous roles, as this will demonstrate your capability to handle the responsibilities of a 3rd Line IT Support Engineer.
✨Demonstrate Problem-Solving Skills
During the interview, expect scenario-based questions that assess your analytical and diagnostic skills. Practice articulating your thought process when troubleshooting technical issues, as this will showcase your ability to manage escalations independently and think critically under pressure.
✨Emphasise Customer Service
Since the role involves liaising with clients, it's crucial to convey your commitment to exceptional customer service. Share examples of how you've effectively communicated with clients in the past, especially regarding ticket resolution updates, to illustrate your dedication to client satisfaction.
✨Prepare for Team Dynamics
As a senior point of contact within the service desk, you'll be mentoring junior engineers. Be ready to discuss your approach to teamwork and mentorship. Highlight any experiences where you've successfully guided others or contributed to team efficiencies, as this will show your leadership potential.
