IT Support Engineer - 3rd Line

Job Title: IT Support Engineer - Third Line

Location: Manchester

Salary: £40,000 - £50,000 per annum DOE

Job Type: Full Time, Permanent

At Netteam tX, we recognize and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.

About the role

You will provide senior third Line technical support across Netteam's managed client base, acting as the technical escalation point for complex incidents, recurring problems and engineering-level change. You will own advanced investigation through to resolution, drive Root Cause Analysis and Problem Management, and work with vendors and internal teams to deliver permanent fixes, reduce repeat demand and improve service resilience. You will maintain clear technical documentation and provide knowledge transfer to enable resolution at the lowest appropriate support tier.

Responsibilities

Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions

Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact

Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity

Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds

Validate escalations, provide technical guidance, and return those that do not meet agreed escalation standards

Deliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following Netteam change and security controls

Maintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-left

Provide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activity

Identify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidents

Work with AI & Automation to automate repeatable technical fixes and manual activity where appropriate

Lead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution

Plan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvement

Provide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handover

Maintain Information Security, ISMS, data protection and change-control requirements and escalate material technical or security risk

About you

Experience

Ability to work independently, take technical ownership and drive complex issues through to resolution

IT related degree or relevant industry qualifications are highly desirable

Demonstrable experience in senior second Line, third Line, infrastructure or MSP support, owning complex technical escalations

Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking

Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation

Experience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validation

Experience supporting Major Incidents and vendor or third-party technical escalations

Detailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP

Detailed experience with Microsoft 365, Azure and related technologies

Exchange Online

Microsoft Entra ID / Azure Active Directory and hybrid identity

Conditional Access / MFA

Microsoft Intune / Mobile Device Management

Microsoft Defender, Information Protection / DLP

Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processes

Strong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoring

Knowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, WatchGuard, Voice/3CX and email security is desirable

Current and valid UK driving licence is desirable; PowerShell or equivalent scripting capability would be advantageous

Experience of working within an MSP and/or Hospitality environment is advantageous but not essential

Personal Attributes

Friendly, professional and credible with technical and non-technical clients

Technically curious and proactive, with a strong drive to research unfamiliar technologies and improve solutions

Strong written and verbal communication skills with the ability to explain complex technical issues clearly

Recognizes the importance of frequent and clear communication during incidents, escalations and dependency-driven work

Analytical and evidence-led, focused on identifying underlying causes rather than repeatedly treating symptoms

Actively shares knowledge and supports First and Second Line development without creating technical silos

Disciplined, with the ability to prioritise and execute technical tasks effectively under pressure

Accountable and outcome-focused, taking ownership through to validated resolution

Note: This description is not intended to establish a total definition of the job but an outline of the duties.

In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: Infrastructure Engineer, Windows Server Infrastructure Engineer, Server Support Technician, ICT Systems Engineer, 3rd Line Support, Field Support Technician, Technical Support Engineer, 3 Line Support Engineer may also be considered for this role.