At a Glance
- Tasks: Lead critical IT incidents and mentor engineers in a dynamic global environment.
- Company: Join a well-established IT provider with a supportive team culture.
- Benefits: Competitive salary, travel opportunities, bonuses, and comprehensive benefits.
- Other info: Hybrid role with occasional travel to exciting locations like Australia and South Africa.
- Why this job: Make a real impact while travelling internationally and growing your career.
- Qualifications: 3+ years in an MSP environment with strong technical and leadership skills.
The predicted salary is between 48000 - 65000 £ per year.
We are looking for an experienced Senior 3rd Line IT Support Engineer who is looking to join a well-established and growing IT provider. This role has massive career progression opportunities.
Location: Hybrid with travel to Barnsley office 2/3 times per week and customer related travel
Salary: £48k - £65k D.O.E + full expenses/travel and bonus + benefits
The Role:
- Operate at the highest level of the service desk within a dynamic MSP supporting critical business environments and demanding customers.
- Act as the senior technical authority during major incidents, escalations, and high-impact situations.
- Interact with stakeholders ranging from end users to IT managers and directors, particularly during critical incidents.
- Join an international service team operating across three continents, working collaboratively with engineers and customers globally.
- Travel will form part of the position, particularly to the United Kingdom, where most customers are based.
Experience and Attributes:
- Take control of P1 incidents and provide structure in critical situations.
- Communicate confidently with technical and non-technical stakeholders.
- De-escalate complex situations.
- Protect customer relationships and business interests.
- Identify root causes and improve service quality.
- Mentor engineers and raise the technical level of the team.
- Collaborate with international teams across multiple regions.
- Provide occasional onsite support and mentoring abroad.
Key Responsibilities:
- Incident Leadership: Lead technical response for Priority 1 incidents, coordinate internal teams and third-party vendors, manage resolution and post-incident reviews.
- Escalation Management: Final escalation point for complex multi-client incidents, perform root cause analysis and implement permanent fixes.
- Customer Technical Relationship: Participate in service reviews and escalation calls, handle sensitive situations professionally, build trust with high-demand customers.
- Advanced Troubleshooting & Continuous Improvement: Diagnose complex infrastructure, cloud, networking, and identity issues, mentor Level 1 and Level 2 engineers.
- Projects & Change Management: Support migrations, onboarding, and critical changes, provide onsite technical leadership during key deployments when required.
Required Technical Experience:
- 3+ years in an MSP environment.
- Experience managing critical incidents.
- Customer-focused technical leadership.
- Experience working with international customers (preferred but not essential).
Technical Skills:
- Microsoft & Identity: Windows Server (2012–2022), Active Directory, Entra ID (Azure AD), Group Policy, Microsoft 365: Exchange Online, Teams, SharePoint, OneDrive.
- Infrastructure & Cloud: VMware and/or Hyper-V, Microsoft Azure (IaaS and Identity), Backup and Disaster Recovery.
- Networking: TCP/IP, DNS, DHCP, VLANs, VPNs, Firewall troubleshooting and traffic analysis.
- Security: MFA, Conditional Access, Endpoint Protection.
- Tools: RMM and PSA tools (Autotask, ConnectWise, or similar), Monitoring and alerting systems.
Essential Soft Skills:
- Remain calm under pressure.
- Take ownership and leadership.
- Communicate clearly during incidents.
- Manage demanding or frustrated customers.
- Balance technical and commercial decisions.
- Make decisions with incomplete information.
- Lead without direct authority.
- Work effectively across international teams.
- Be open to occasional international travel.
Apply now to find out more and join a fantastic business with long term and loyal clients, where you can grow your career and opportunities.
3rd Line Support Engineer in Barnsley employer: Red Rhino Solutions
Red Rhino Solutions is an exceptional employer that offers a dynamic work environment for 3rd Line Support Engineers, with a strong emphasis on career progression and employee development. With a hybrid working model based in Barnsley and opportunities for international travel, employees benefit from a supportive team culture, competitive salary packages, and the chance to mentor and collaborate with engineers across the globe, making it a truly rewarding place to grow your career.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer in Barnsley
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to 3rd line support. Think about how you'd handle critical incidents and communicate with both technical and non-technical stakeholders. Confidence is key!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss past experiences where you took control of P1 incidents or improved service quality. Real-life examples will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and eager to join our fantastic team.
We think you need these skills to ace 3rd Line Support Engineer in Barnsley
Some tips for your application 🫡
Keep Your CV Fresh:Make sure your CV is up to date and tailored for the 3rd Line Support Engineer role. Highlight your relevant experience and skills that match the job description, so we can see how you fit right in!
Read the Job Specs Carefully:Before hitting apply, take a moment to read through the job specs thoroughly. Understanding what we're looking for will help you craft a more targeted application that stands out.
Show Off Your Communication Skills:Since this role involves interacting with various stakeholders, make sure to showcase your communication skills in your application. We want to see how you can convey complex technical information clearly and confidently.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Red Rhino Solutions
✨Know Your Tech Inside Out
As a 3rd Line Support Engineer, you’ll need to demonstrate your deep technical expertise. Brush up on key technologies like Windows Server, Active Directory, and cloud services. Be ready to discuss specific incidents where you’ve successfully resolved complex issues.
✨Showcase Your Communication Skills
You’ll be interacting with both technical and non-technical stakeholders, so practice explaining technical concepts in simple terms. Prepare examples of how you’ve effectively communicated during high-pressure situations or escalations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills under pressure. Think of past experiences where you led a team through a critical incident or managed customer expectations during a service disruption. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Demonstrate Your Leadership Qualities
This role requires taking ownership and leading without direct authority. Be prepared to share instances where you mentored junior engineers or took charge during a major incident. Highlight your ability to build trust and maintain strong customer relationships.
