3rd Line Support Engineer
Posted 4 days 22 hours ago by Claritas Solutions Ltd
Our client, a highly respected Managed Service Provider (MSP) based in the North West, is looking for a talented 3rd Line Support Engineer to join their growing service desk team. With over two decades of experience delivering exceptional IT support to a wide variety of clients, they pride themselves on solving problems quickly, communicating clearly, and keeping systems running smoothly.
About the RoleThis is a hands-on 3rd line support role where you'll be the right-hand person to the senior engineer. You'll handle complex escalations, guide and mentor 1st and 2nd line colleagues, and help keep tickets moving efficiently. It's a varied role that will see you working across a broad tech stack, diving into tricky issues, and ensuring clients get the high-quality support they expect.
What You'll Be Doing- Take ownership of 3rd line escalations from the service desk, troubleshooting and resolving complex technical issues.
- Support 1st and 2nd line engineers with guidance, knowledge sharing, and hands-on help when required.
- Work across technologies including Azure, AWS, and cPanel, as well as on-premises environments.
- Manage and maintain core infrastructure such as domain controllers, Exchange servers, and Hyper-V converged clusters.
- Configure, monitor, and troubleshoot networking equipment including Fortinet, Sonicwall, and Draytek firewalls.
- Maintain robust backup solutions including Veeam and MSP Backup.
- Apply best practices in cyber security to protect client systems.
- Strong background in IT support with proven 3rd line capability.
- Solid networking and Windows OS knowledge (certifications like MCSA/MCSE a plus).
- Experience in MSP environments and comfortable working across multiple client setups.
- Able to explain technical issues clearly to both colleagues and clients.
- A team player who thrives in a collaborative environment.
- Be a key member of a friendly, supportive team.
- Salary of £40k-£45k (negotiable for the right person).
- Full-time, office-based role with flexibility where needed.
- Opportunity to deepen your skills and knowledge working alongside experienced engineers.
If you're looking for a 3rd line role where you'll be trusted to take ownership of the tough stuff, while working with a close-knit, supportive team, we'd love to hear from you.