3Rd Line Support

ABOUT MJ QUINN

MJ Quinn is a UK‑based infrastructure services provider specialising in delivering comprehensive, end‑to‑end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management.

Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer‑centric approach ensures efficient, reliable service delivery while maintaining our focus on building long‑term, sustainable solutions.

At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.

• People‑Focused:
  We prioritise the well‑being, growth, and success of our team and partners.
• Safety Always Matters:
  We are unwavering in our commitment to ensuring a safe environment for all.
• Operational Excellence:
  We strive for the highest standards of quality, efficiency, and continuous improvement.
• Sustaining Our Future:
  We are dedicated to delivering sustainable solutions that positively impact the environment and society.

Join MJ Quinn, where we combine innovation, expertise, and a values‑driven culture to deliver excellence in every project.

The MJ Quinn Technology and Services Department supports circa 5,000 people across our platforms, workforce, and locations. The Department has complete ownership of our Microsoft modern workplace solutions combined with Microsoft Dynamics.

The 3rd Line IT Support role is a critical position within the IT department, serving as the highest level of technical support. The 3rd Line IT Support professional must have extensive knowledge of IT systems, networks, and applications, as well as excellent problem‑solving and analytical skills. This role involves working closely with various departments to ensure that systems are managed to meet the business needs and objectives.

• Technical Support, providing expert‑level support for complex technical issues, ensuring timely and effective resolution fully documented in the ITSM Solution.
• Handling escalated incidents from 1st and 2nd line support, performing thorough diagnostics and root cause analysis.
• Processing Post Incident Reviews where users report that issues have not been resolved to a satisfactory level and the escalated incident has then been resolved.
• System Maintenance:
  Oversee the maintenance and optimisation of IT systems and infrastructure ensuring peak performance and reliability.
• Network Management:
  Manage and troubleshoot network infrastructure, including servers, switches, routers, and firewalls. Security:
  Implement and maintain robust security measures to protect IT systems and data from threats and vulnerabilities.
• Documentation:
  Creating and maintaining detailed documentation of system configurations, processes, procedures and knowledge‑base articles.
• Provide guidance and training to junior support staff, adopting a culture of continuous learning and improvement.
• Responsible for IT projects, including system upgrades, migrations, and deployments.

To be successful in this role the 3rd Line Support role will need to have:

• Strong analytical and troubleshooting abilities, with a methodical approach to resolving complex issues.
• Recent Microsoft Certifications essential.
• A full UK Driving Licence.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills, with the ability to convey technical information clearly to non‑technical stakeholders.
• Ability to provide varying levels of documentation such as Project Estimation, Network Schematics, Quotations for Approvals.
• Ability to work effectively in a team environment and collaborate with colleagues across departments.
• Flexibility to adapt to changing technologies and a dynamic work environment.
• A minimum of 5 years of experience in IT support, with at least 2 years in a 3rd line support role.
• A…