3rd Line Engineer

• Annual Salary: £45k - £55k
• Location: Northampton
• Job Type: Hybrid (3 days in office, 2 days remote)

We are seeking a skilled 3rd Line Engineer to provide exceptional technical support and service to our customers. This role involves acting as a point of escalation for 1st and 2nd Line support teams and maintaining strong communication to ensure efficient resolution of incidents and service requests.

• Provide 3rd line technical support to customers, ensuring high standards of customer service.
• Log and process incidents and service requests swiftly, keeping customers regularly updated.
• Escalate complex incidents to service team leaders as necessary.
• Collaborate closely with 1st and 2nd line technical support and field engineers to maintain high levels of communication.
• Ensure accurate completion of updates and job sheets following each incident or service request.
• Assist in the training and guidance of 1st and 2nd line team members.
• Support the service team in technical design, implementation, and support of customer incidents and projects.
• Create and maintain customer infrastructure/service documentation.
• Work with the problem management team to perform root cause analysis and develop countermeasures to prevent recurrence of issues.
• Provide occasional on-site support at customer sites.
• Take responsibility for exceeding company and customer OLA/SLA’s.
• Provide administrative and technical support for managed service operations, including weekend tasks.
• Create and maintain strong relationships with other business units.
• Ensure installation standards are met according to industry best practices.

• Experience in a 3rd line technical support role.
• Proven experience supporting a range of enterprise technologies and applications such as Windows Server, Active Directory, Exchange, networking, and virtualisation technologies.
• Expert knowledge in the Wintel environment.
• Experience with Dell and HP server / blade hardware; knowledge of SAN storage systems is advantageous.
• Relevant industry certifications (e.g., AZ-, MS-, CCA, VCP) are highly desirable; operational experience considered in lieu of certifications.
• Excellent communication, organisational skills, and a team-oriented mindset.
• Ability to work effectively in a busy helpdesk environment.

• Hybrid working model (3 days in office, 2 days remote).
• Competitive starting salary.
• Inclusive and supportive culture with regular social events.
• Incentives such as holidays, vouchers, lunches, and spot prizes.
• Access to top-of-the-range technology for both office and home use.
• Subsidised healthcare and medical benefits.
• Generous annual leave entitlement, with the option for additional unpaid leave.
• Structured progression plan including training and mentorship.

To apply for this 3rd Line Engineer position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.