Technical Escalation - 3rd Line Support Technician

Being SilverCloud’s 3rd Line Support Technician, SilverCloud is recruiting an experienced 3rd Line Support Technician to serve as the final escalation point for complex IT issues. This key role ensures timely resolution of technical challenges—particularly those affecting end users—and supports continuous improvement in service delivery.

Key Connections

The 3rd Line Support Technician will report directly to the Head of Service Delivery and work hand-in-hand with both the Service Desk TL and the IT director to ensure organisational objectives are delivered and enhance the customer experience.

Essential Skills & Key Competencies

• Act as the highest-level escalation point for resolving advanced support tickets and end user IT issues.
• Provide deep technical troubleshooting, diagnosis, and resolution across a wide range of infrastructure and cloud-based technologies.
• Manage and resolve complex service requests related to devices, connectivity, authentication, and application performance.
• Collaborate closely with 1st and 2nd line teams, guiding and mentoring engineers to build overall service capability.
• Monitor, prioritise, and take ownership of high-priority tickets in line with SLAs and business needs.
• Contribute to improving support processes and identifying recurring issues for root cause analysis and long-term solutions.

What We’re Looking For

• Demonstrated experience in 3rd line support roles within an IT or Managed Service Provider (MSP) environment.
• Strong technical knowledge in:

• Windows Server & Active Directory
• Microsoft 365 and Azure
• Networking: TCP/IP, DNS, DHCP, VPNs

Experience & Qualifications Required

• At least 5 years' experience in an IT support role, with clear 3rd line responsibility.
• Deep technical capability across:

• Windows Server (2016–2022) – AD, Group Policy, DNS, DHCP
• Virtualisation – VMware, Hyper-V
• Cloud platforms – Microsoft 365, Azure, Intune, Exchange Online
• Advanced Networking – Firewalls, VPNs, VLANs, SD-WAN, Wi-Fi
• Scripting & Automation – PowerShell, Bash, Python (preferred)
• Backup & DR – Veeam, Datto, Azure Backup

• Microsoft Certified: AZ-104, MS-900
• Cisco Certified: CCNA, CCNP
• CompTIA: Network+, Security+, Cloud+
• ITIL Foundation

Soft Skills & Professional Attributes

• Confident handling high-pressure escalations and critical service tickets.
• Strong documentation and knowledge-sharing skills.
• Clear communicator with both technical and non-technical stakeholders.
• Mentorship mindset to support junior engineers and improve team capability.
• Adaptable and proactive in keeping up with emerging technologies.

Your Key Accountabilities

• Technical Escalation Ownership – Act as the final escalation point for complex support tickets, ensuring timely and effective resolution of advanced technical issues.
• End User Support Excellence – Resolve high-priority end user IT issues across desktop, server, and cloud environments, maintaining a strong focus on customer satisfaction.
• Infrastructure Management – Maintain, troubleshoot, and optimise core infrastructure including Windows Servers, networking equipment, and cloud platforms such as Microsoft 365 and Azure.
• Ticket Queue Management – Monitor and manage the 3rd line ticket queue, prioritising tasks in line with SLAs and business impact.
• Mentorship & Knowledge Sharing – Provide guidance and technical mentorship to 1st and 2nd line engineers, helping to upskill the wider support team.
• Documentation & Reporting – Create and maintain detailed documentation for solutions, configurations, and known issues to support knowledge transfer and compliance.
• Project Support & Implementation – Assist with the planning and delivery of infrastructure upgrades, migrations, and client onboarding projects.
• Security & Compliance – Ensure systems are secure and compliant with industry standards, assisting with patch management, vulnerability remediation, and access control.
• Client Communication – Liaise directly with clients to provide updates, technical explanations, and reassurance during critical incidents or planned changes.
• Continuous Improvement – Identify recurring issues and propose long-term solutions to improve service efficiency and reduce ticket volume.