IT Support Engineer - 3rd Line

Job Title:

IT Support Engineer - Third Line

Location:

Manchester

Salary: £40,000 - £50,000 per annum DOE

Job Type: Full Time, Permanent

At Netteam tX, we recognize and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.

About the role:

You will provide senior third Line technical support across Netteam's managed client base, acting as the technical escalation point for complex incidents, recurring problems and engineering-level change. You will own advanced investigation through to resolution, drive Root Cause Analysis and Problem Management, and work with vendors and internal teams to deliver permanent fixes, reduce repeat demand and improve service resilience. You will maintain clear technical documentation and provide knowledge transfer to enable resolution at the lowest appropriate support tier.

Responsibilities:

Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions
Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact
Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity
Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds
Validate escalations, provide technical guidance, and return those that do not meet agreed escalation standards
Deliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following Netteam change and security controls
Maintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-left
Provide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activity
Identify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidents
Work with AI & Automation to automate repeatable technical fixes and manual activity where appropriate
Lead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution
Plan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvement
Provide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handover
Maintain Information Security, ISMS, data protection and change-control requirements and escalate material technical or security risk

About you:

Experience:

Ability to work independently, take technical ownership and drive complex issues through to resolution
IT related degree or relevant industry qualifications are highly desirable
Demonstrable experience in senior second Line, third Line, infrastructure or MSP support, owning complex technical escalations
Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking

Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation

Experience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validation
Experience supporting Major Incidents and vendor or third-party technical escalations
Detailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP
Detailed experience with Microsoft 365, Azure and related technologies
Exchange Online
Microsoft Entra  / Azure Active Directory and hybrid identity
Conditional Access / MFA
Microsoft Intune / Mobile Device Management
Microsoft Defender, Information Protection / DLP
Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processes
Strong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoring
Knowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, Watch Guard, Voice/3CX and email security is desirable
Current and valid UK driving licence is desirable;
Power Shell or equivalent scripting capability…