3rd Line Support Engineer

3rd Line Support Engineer

Salary: £35,000 – £45,000 per annum

Location:

Oxford

Our client is a well-established Managed Service Provider (MSP) looking for an experienced 3rd Line Support Engineer to join their team in Oxford.

This is a client-facing role resolving technical issues, supporting client infrastructure, and contributing to changes within a structured MSP environment.

The Role

* Support and maintain the systems

* Act as the go-to escalation point for 1st and 2nd line colleagues

* Own complex and priority tickets end to end

* Get to the root cause of issues rather than just patching symptoms

* Maintain high first-time fix rates

* Carry out ongoing infrastructure maintenance and patching

* Handle the technical delivery of changes such as migrations, upgrades, and new implementations,

* Coordinate with client and internal stakeholders so changes land smoothly with minimal downtime

* Visit client sites as needed

* Communicate with clients effectively by phone and email

* Log and update tickets accurately within SLAs

* Effectively maintain documentation

Your Skills & Experience

* 5+ years’ hands-on experience in IT support

* Previous experience working within an MSP highly advantageous

* Solid troubleshooting experience across the following:

* Enterprise firewall management

* Network infrastructure (switches, wireless access points)

* Business email platforms

* Cloud-based email filtering

* Identity management platforms

* Security monitoring (SIEM, MDR)

* Enterprise password management

* Hosted VoIP telephony

* Backup and disaster recovery management

* PSA and RMM tooling

* Experience of Power Shell and automation

* Microsoft/Azure certifications

* Confident supporting Mac and Linux alongside Windows

* Full UK driving licence and vehicle essential