3rd Line IT Engineer

Salary: £45,000 - 55,000 per year

• We require 5+ years of experience in IT support roles.
• We need broad technical experience across Windows Server, Microsoft 365, networking (DNS, DHCP, routing), firewalls, cloud technologies, and backup solutions.
• We require experience with RMM and PSA tools.
• We need strong diagnostic, troubleshooting, and decision‑making skills.
• We value a calm, structured approach to problem‑solving with strong attention to detail.
• We expect the ability to mentor others and contribute to improving the overall service function.
• Relevant industry certifications such as Microsoft, Cisco, or CompTIA are desirable.
• We require the ability to commute to our Ormskirk office or relocate before starting.
• We require 5 years of IT support experience.

• We act as the highest escalation point for technical incidents and service requests.
• We troubleshoot and resolve complex issues across infrastructure, networks, cloud, servers, firewalls, and endpoint management.
• We perform root cause analysis for recurring or critical issues and implement permanent fixes.
• We handle advanced onboarding, migrations, and client infrastructure projects where required.
• We support, guide, and mentor engineers on complex issues and personal development.
• We lead difficult or high‑priority client cases while maintaining calm under pressure.
• We assist with creating and maintaining internal knowledge base content and documentation.
• We liaise with vendors and suppliers for support escalations and service issues.
• We communicate clearly with clients, especially around complex technical issues, to ensure confidence and understanding.
• We support our Account Management team with technical insight when reviewing client environments.
• We deliver technical tasks within client projects, including configuration, migration, implementation, and testing.
• We work on Microsoft 365, networking, server, and endpoint projects.

• Cloud
• Cisco
• Support
• Microsoft 365
• Windows
• Office 365
• Dev Ops
• REST

We are looking for a Lead IT Engineer to serve as the final escalation point for technical issues across our client base. This is a senior, hands‑on role for someone with strong all‑round technical knowledge, excellent troubleshooting ability, and a proactive mindset for continuous improvement. We offer private healthcare, 33 days of holiday including bank holidays and your birthday off, professional development plans, 8 hours of training per month, funded qualifications, employee recognition, company events, discounted gym membership, Perkbox rewards, mental health support, pension contributions, free onsite parking, and a large modern office with breakout space.

The role is based in person at our Ormskirk location.