3rd Line Engineer

We are working in partnership with a managed service provider based in Stoke-on-Trent to find an experienced 3rd Line Engineer with a strong background in IT support/systems, networks, and infrastructure technologies.

You will play a crucial role in providing advanced technical support and troubleshooting expertise to resolve complex issues escalated from lower support tiers.

Responsibilities

• Conduct thorough root cause analysis to identify the underlying causes.
• Perform system administration tasks, including configuration, maintenance, and optimisation of servers, operating systems, databases, and other IT infrastructure components.
• Configure/manage network devices, such as routers, switches, firewalls, and wireless access points, to ensure optimal performance, security, and reliability of the network infrastructure.
• Monitor the performance, availability, and health of IT systems and services using monitoring tools and platforms, promptly responding to alerts, and proactively addressing potential issues.
• Coordinate and implement changes to IT systems and configurations following established change management processes and procedures.
• Maintain accurate documentation of IT systems, configurations, procedures, and troubleshooting guides, and share knowledge with peers and lower support tiers.
• Oversee and execute the patch management process, ensuring that all systems, applications, and infrastructure components are regularly updated with the latest security patches and updates.
• Support the transition team in ensuring the smooth transition of services, from Delivery to Operational support.
• Develop/maintain automation scripts and tools to streamline IT operations.
• Automate system administration tasks, deployment processes, and monitoring/alerting mechanisms.
• Utilise scripting languages like PowerShell, Python, or others for automation solutions.

Qualifications:

• Bachelor's degree in computer science, information technology, or a related field. Relevant industry certifications (e.g., Microsoft Certified Systems Engineer, Cisco Certified Network Professional, CompTIA Server+) are highly desirable.
• Proven experience in a 3rd line support or similar role, with a strong background in IT support, systems administration, and network management in enterprise environments.
• Expertise in troubleshooting complex technical issues across multiple IT domains, including servers, operating systems (Windows, Linux), networks, databases, and cloud services.
• Proficiency in system administration tasks, such as installation, configuration, and maintenance of server hardware, operating systems, virtualisation platforms (VMware, Hyper-V), and containerisation technologies (Docker, Kubernetes).
• Strong understanding of networking concepts, protocols, and technologies, including TCP/IP, DNS, DHCP, VLANs, routing/switching, firewalls, VPNs, and wireless networks.
• Experience with infrastructure monitoring and management tools, such as Nagios, Zabbix, SolarWinds, or similar platforms, for performance monitoring, alerting, and reporting.

Security Clearance

• You must have or be able to obtain SC clearance, with a view to obtaining DV clearance.

Further information to follow at your request.