3rd Line Support Engineer

Be the Go-To 3rd Line Expert in a Busy, Friendly MSP

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 Role

This 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.

About You

• 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.

Why Join?

• 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.

Apply Today

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.