At a Glance
- Tasks: Lead critical IT incidents and support global customers in a dynamic environment.
- Company: Join a well-established IT provider with a supportive team culture.
- Benefits: Competitive salary, travel opportunities, bonuses, and great career progression.
- Other info: Hybrid role with occasional travel to exciting locations like Australia and South Africa.
- Why this job: Make an impact while working with international teams and mentoring future engineers.
- Qualifications: 3+ years in MSP, strong technical skills, and excellent communication.
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.
General: Career progression, great benefits and a supportive experienced team with optional travel to Australia, South Africa and Spain.
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.
- Combine deep technical expertise, decision-making under pressure, and excellent communication skills to manage both technical recovery and customer relationships.
- 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.
- Occasional travel opportunities to Australia, South Africa, and other international locations depending on customer needs and project requirements.
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, provide clear communications to customers and leadership, manage resolution and post-incident reviews.
- Escalation Management: Final escalation point for complex multi-client incidents, perform root cause analysis and implement permanent fixes, prevent recurrence through corrective actions.
- Customer Technical Relationship: Participate in service reviews and escalation calls, handle sensitive situations professionally, build trust with high-demand customers, support key customers onsite when required.
- Advanced Troubleshooting & Continuous Improvement: Diagnose complex infrastructure, cloud, networking, and identity issues, work in multi-tenant MSP environments, mentor Level 1 and Level 2 engineers, improve technical standards, documentation, and operational processes.
- Projects & Change Management: Support migrations, onboarding, and critical changes, review technical designs and identify risks, participate in high-impact cutovers and 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).
- 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, Basic security incident containment.
- 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.
Red Rhino Solutions – A Rare Breed: We work exclusively with our clients to hire the best talent in the market for our hand-picked clients. We only work on select roles for select clients so you can apply for an honest and straightforward discussion and interview process.
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3rd Line Support Engineers in Barnsley employer: Red Rhino Solutions
Join a dynamic and supportive team at Red Rhino Solutions, where your expertise as a Senior 3rd Line IT Support Engineer will be valued and rewarded. With a hybrid work model based in Barnsley and opportunities for international travel, you will benefit from a culture that prioritises career progression, mentorship, and collaboration across global teams. Enjoy competitive salaries, comprehensive benefits, and the chance to work with loyal clients while enhancing your technical skills in a thriving environment.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineers 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. We all know that sometimes it’s not just what you know, but who you know that can land you that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to 3rd line support. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website where you can highlight your projects, achievements, and any relevant certifications. This gives potential employers a tangible way to see what you bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace 3rd Line Support Engineers in Barnsley
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of a 3rd Line Support Engineer. Highlight your experience in managing critical incidents and working in an MSP environment, as these are key aspects of the job.
Showcase Your Soft Skills:Don’t forget to showcase your soft skills! We’re looking for someone who can remain calm under pressure and communicate clearly with both technical and non-technical stakeholders. Share examples of how you've done this in the past.
Be Clear and Concise:When writing your application, be clear and concise. We appreciate straightforward communication, especially when it comes to your experience and how it relates to the role. Avoid jargon unless it's relevant!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. This way, we can ensure your application gets the attention it deserves and you can easily track your progress!
How to prepare for a job interview at Red Rhino Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows Server, Active Directory, and cloud services like Azure. Be ready to discuss your experience with critical incidents and how you've managed them in the past.
✨Practice Your Communication Skills
Since you'll be dealing with both technical and non-technical stakeholders, practice explaining complex concepts in simple terms. Role-play scenarios where you need to de-escalate a situation or communicate during a major incident.
✨Showcase Your Leadership Qualities
Prepare examples of how you've taken charge during high-pressure situations. Highlight your ability to mentor others and lead teams, as this role requires strong leadership skills, especially in a global environment.
✨Be Ready for Scenario-Based Questions
Expect questions that put you in the hot seat, like handling a Priority 1 incident. Think through your approach to problem-solving and how you'd manage customer relationships during a crisis. This will show your decision-making skills under pressure.
