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.

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.

• 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 elevate material technical or security risk

• 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…