3rd Line Engineer – Job Description
Location: Thames Valley/Oxford
Reporting to: Service Desk Manager
We’re looking for a 3rd Line Service Desk Engineer to join our team. We understand that not everyone will 100% meet the job advert requirements, however if your current skill-set covers a good majority of these areas as an IT Engineer feel free to apply.
The Role
As a 3rd Line Engineer, you will be part of the Centre of Excellence – South 3rd Line support team, Working as part of a team of 8 Engineers. We are seeking someone who is proactive and always considers the bigger picture, someone who is comfortable resolving complex IT issues which require deep expertise in infrastructure, networks, servers, and cloud environments.
Specifically, you will:
- Incident & Request management: Work on Incidents and Service Requests
- Change Management: Provide technical peer-review and approval for IT Changes and raising Change requests when required.
- Project work: Occasionally you may be required to support Project activities and tasks.
- Technical Training: Provide quick lunch & learn training sessions to the Service Desk once every 8 weeks.
- In-depth troubleshooting, root cause analysis for Major incidents, implementing long-term fixes, and creating technical documentation.
- The role also entails collaborating with vendors, and mentoring 1st and 2nd line colleagues.
- Work in collaboration with other technical individuals within the Department.
- A valid driving license is required for this role.
About You
To join us as a 3rd Line Service Desk Engineer, we are looking for:
- Proven experience within a similar role
- Desirable: SendMarc, Datto, Mimecast, Exclaimer & Cisco Umbrella-Open DNS
- Strong knowledge of server operating systems (Windows, Linux), virtualization platforms (VMware, Hyper-V), and cloud technologies (Azure, AWS)
- Expertise in Microsoft Azure Active Directory / Microsoft Entra ID & Active Directory Domain Services configuration.
- Microsoft Intune deployment & management experience
- Microsoft Exchange administration & migration experience: On-premise and also 365.
- Strong network infrastructure knowledge, including, but not limited to: Sophos & SonicWall series firewalls
- High-level understanding of network topologies from LAN’s to multi-VLAN environments.
- Knowledge of Networking network protocols e.g. VPN, TCP/IP, DNS and DHCP
- Excellent customer service and communication skills
- Relevant IT qualifications e.g. Microsoft qualifications and/or items like CCNA
Experience in the following systems and/or applications:
We are a team that thrives on providing a World class service to our Customers. We aim for our colleagues to have a good work-life balance and growing together as we believe in having an inclusive and supportive work environment. So, if you have the required experience and knowledge, we look forward to receiving your application.
Other organisations may call this role Infrastructure Engineer, Level 3 Engineer, Server Engineer, Level 3 System Administrator, Level 3 Support Technician
What’s In It for You?
We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment. With us, you’ll play a pivotal role in shaping the future of IT services while growing your career in a high-energy, rewarding role.
Joining our team comes with its perks:
- Hybrid working options for a better work-life balance
- 25 days annual leave plus bank holidays
- Ongoing learning and development opportunities
- Cycle to work scheme and technology vouchers
- Enhanced family leave
- Celebration day - an additional day off each year to celebrate an occasion important to you
- Salary sacrifice pension
- 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
- Company social events and competitions
- Discount and Cashback Scheme
- Group Income Protection
- Life Insurance
- EAP and Virtual GP Service
Why Join Us?
This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation. You’ll gain exposure to high-level operations and contribute to the success of a thriving company.
Apply Now