3rd Line Support Engineer

My client is one of the most exciting and fastest growing tech companies in Scotland. Join here, and your career will really take off.

At 3rd Line, you’re not just resolving incidents, you’re defining how systems behave under pressure. This role sits as the technical escalation point from 2nd line.

You’ll combine deep technical expertise with strategic thinking, stepping in when systems fail, but also ensuring they fail less often.

• Own and resolve incidents that cannot be solved at lower tiers
• Lead root cause analysis (RCA) for major outages, producing actionable improvements, not just reports
• Optimise core infrastructure across:
  Compute (enterprise servers), Virtualisation platforms Storage and Networking.
• Drive problem management, eliminating recurring faults at source
• Contribute to infrastructure projects, migrations, upgrades, capacity expansion
• Collaborate with vendors and third parties on escalations, fixes, and design improvements

• Solid experience in a 3rd Line or advanced support role, ideally within a data centre or MSP environment
• Strong troubleshooting skills across:
• Virtualisation (VMware, Hyper-V)
• Networking fundamentals (DNS, DHCP, VLANs, routing basics)
• Storage technologies (SAN/NAS)
• Experience working in ITIL-aligned environments (incident, problem, change management)
• Ability to prioritise under pressure in a 24/7 operational setting
• Clear communication skills, you can explain complex issues without the jargon
• Comfortable working in structured environments (ITIL, change control, SLAs)
• Experience in hyperscale or colocation data centres
• Exposure to cloud and hybrid infrastructure (Azure, AWS, private cloud integration)