3rd Line IT Support

3rd Line IT Support & Project Engineer

Salary: £40,000-£45,000 depending on experience
Job Type: Full-time, Permanent

The Opportunity

We're working with an established IT services provider that's looking to recruit an experienced 3rd Line IT Support & Project Engineer to join its growing technical team.

This is a varied, hands-on role combining advanced technical support, infrastructure project delivery, and occasional onsite installations across a diverse customer base.

You'll act as a senior technical escalation point for the Service Desk, resolving complex infrastructure issues whilst also getting involved in Microsoft 365 migrations, server upgrades, cloud deployments, and network infrastructure projects.

The position offers an excellent balance of technical troubleshooting and project work, making it ideal for an experienced 3rd Line Engineer who enjoys both supporting existing environments and implementing new technologies.

What You'll Be Doing

3rd Line Support & Escalations (60–70%)

• Act as the final escalation point for complex issues escalated from 1st and 2nd Line Engineers.

• Troubleshoot and resolve advanced issues across Microsoft 365, Windows Server, Azure, networking, and security environments.

• Investigate recurring technical problems, identify root causes, and implement permanent solutions.

• Support and mentor junior engineers, sharing technical knowledge and best practices.

• Maintain technical documentation and ensure incidents are resolved within agreed SLAs.

Infrastructure Projects (20–30%)

• Deliver infrastructure projects including Microsoft 365 migrations, server upgrades, cloud migrations, and network refreshes.

• Install, configure, and deploy new infrastructure and cloud solutions.

• Assist with technical planning, solution design, and implementation documentation.

• Work alongside Project Managers and customers to deliver successful implementations.

• Complete testing, technical handovers, and post-project support.

Onsite & Field Engineering (10–20%)

• Attend customer sites to complete infrastructure installations, upgrades, and troubleshooting.

• Deploy and configure servers, networking equipment, firewalls, wireless solutions, and end-user devices.

• Conduct site surveys and infrastructure assessments.

• Install and commission hardware within comms rooms and data centre environments.

Technical Skills & Experience

We're looking for someone with a strong technical background in IT infrastructure and support, ideally with experience working across multiple customer environments.

Essential:

• Minimum 3 years' experience in a 2nd/3rd Line IT Support or Infrastructure Engineering position.

• Strong Microsoft 365 administration experience, including Exchange Online, SharePoint, Teams, and Entra ID.

• Hands-on experience supporting Windows Server environments.

• Strong knowledge of Active Directory, Group Policy, DNS, and DHCP.

• Experience supporting Microsoft Azure and cloud infrastructure.

• Experience with Microsoft Intune and endpoint management.

• Good understanding of networking, including VLANs, VPNs, switching, routing, and wireless.

• Strong troubleshooting skills across infrastructure, networking, and end-user environments.

• Excellent communication skills and confidence working directly with customers.

• Full UK driving licence.

Desirable:

• Previous experience working for a Managed Service Provider (MSP).

• Hands-on infrastructure project delivery or implementation experience.

• Experience with VMware or Hyper-V virtualisation.

• Knowledge of backup and disaster recovery solutions.

• Exposure to Cisco, Meraki, Ubiquiti, or Datto technologies.

• Microsoft certifications.

• Understanding of Cyber Essentials and IT security best practices.

About You

You'll be a technically confident engineer who enjoys tackling challenging problems, working with customers, and getting involved in infrastructure projects.

You'll be comfortable managing complex escalations independently, supporting junior colleagues, and taking ownership of technical tasks through to completion.

Previous MSP experience would be beneficial, but we're also interested in speaking with strong 3rd Line Engineers from internal IT backgrounds who have relevant technical experience and want to develop their project delivery skills.

Why Consider This Opportunity?

• A varied position combining high-level technical support and hands-on project delivery.

• Exposure to a broad range of Microsoft, cloud, networking, and infrastructure technologies.

• Opportunities to work on migrations, deployments, and infrastructure upgrades.

• The chance to take ownership of complex technical challenges.

• A collaborative technical environment with opportunities to develop your skills and experience.

Interested?

If you're an experienced 3rd Line Support Engineer, Infrastructure Engineer, or IT Project Engineer looking for a role offering both technical depth and project exposure, we'd be keen to hear from you.

Apply today to find out more about the opportunity.