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3rd Line Engineer

Location: London Salary: £30000 - £42000 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Nick Walmisley

3rd Line Engineer £30,000 - £40,000

Hours: Monday to Friday 8am-5pm / 9am-6pm / 10am-7pm

Are you an experienced tier 3 IT Engineer, with experience troubleshooting cloud infrastructure, networking and server/desktop remediation? Do you have experience within an MSP? If yes to all of the above, get in touch ASAP as I am recruiting for a 3rd line engineer to join a successful Managed Service Provider. This is a great opportunity to be a 3rd line engineer where you will be working with the most modern technology on the market, supporting clients that run with Microsoft, Linux and Mac.

The role:

  • Responsible for handling escalated service requests and be the final escalation point on the service desk.
  • Ensuring technical team is improving engineering skills to ensure fast turnaround of client requests.
  • Root cause analysis to prevent recurring problems.
  • Reducing reactive tickets through proactive management.
  • Responsible for problem management tickets
  • Driving broader proactive improvements using enterprise-grade tools and approaches.


  • Work closely with Team Leads/SDM or other engineers where 3rd line support is required.
  • To support other engineers' technical needs, whilst at the same time ensuring that they are using their knowledge and skills to the maximum before the escalation of cases.
  • To identify knowledge gaps within the team and ensure that these are filled through training.
  • To prioritise and manage many open cases at one time - multitasking.
  • Be approachable and enthusiastic about transferring knowledge and be fully integrated and engaged in the service delivery team's working day.
  • To develop and maintain records, prepare reports, and correspondence for escalated incidents.
  • Keeping all assigned escalated ticket up to date and client communicated regularly.
  • Making sure time is entered within ticket on the go when doing tickets.(Live time entry)
  • Identify the root cause of the major incident and recommend the option to make sure it does not occur again.
  • Responsible for creating an incident report/RCA report for TL/SDM review for clients.
  • Responsible for increasing proactive score thus achieving the proactive objective.
  • Responsible for problem management tickets and working with other 3rd line engineers to get permanent resolution. Documenting this for Knowledgebase.

Skills required

  • Microsoft Azure VMs, VPNs, hybrid environments (including sync of directories)
  • Microsoft Windows platforms in particular Windows 7-10
  • Microsoft Server platforms - 2008-2016 (including core)
  • Microsoft Office Versions and Exchange 2007-2016 / Office365
  • Virtualization - Hyper-V / VMware
  • Network infrastructure - routers, firewalls (SonicWALL), VLAN, WLAN (Meraki), QOS, routing
  • Server monitoring, maintenance and remediation (in-depth Microsoft troubleshooting)
  • Security platforms: antivirus (Webroot), OpenDNS, Qualys (vulnerability management), Sophos encryption/end point management
  • Cloud email security systems: anti-spam, email archiving (Reflexion / Mimecast)
  • Cloud file sync and share platforms: Drobox, Box, AWP
  • Phone systems (on premise / hosted): VoIP troubleshooting and configuration management
  • In-depth knowledge of ConnectWise, Autotask Endpoint and other tools / platforms used by the business, recommended but not essential

This is a great role where you will be assessed every 3 months on capability and to assess areas of training you may need internally or via external methods.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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