3rd Line Support Engineer

Salary: £40,000 - 45,000 per year

• 5+ years hands‑on experience in IT support
• Previous experience working within an MSP is highly advantageous
• Solid troubleshooting experience across enterprise firewall management
• Solid troubleshooting experience across network infrastructure, including switches and wireless access points
• Solid troubleshooting experience across business email platforms
• Solid troubleshooting experience across cloud-based email filtering
• Solid troubleshooting experience across identity management platforms
• Solid troubleshooting experience across security monitoring, including SIEM and MDR
• Solid troubleshooting experience across enterprise password management
• Solid troubleshooting experience across hosted VoIP telephony
• Solid troubleshooting experience across backup and disaster recovery management
• Solid troubleshooting experience across PSA and RMM tooling
• Experience with Power Shell and automation
• Microsoft or Azure certifications
• Confident supporting Mac and Linux alongside Windows
• Full UK driving licence and access to a vehicle are essential

• Support and maintain systems
• Act as the escalation point for 1st and 2nd line colleagues
• Own complex and priority tickets end to end
• Identify and resolve root causes rather than only patching symptoms
• Maintain high first‑time fix rates
• Carry out ongoing infrastructure maintenance and patching
• Deliver changes such as migrations, upgrades, and new implementations
• Coordinate with client and internal stakeholders to ensure smooth change delivery with minimal downtime
• Visit client sites as needed
• Communicate with clients effectively by phone and email
• Log and update tickets accurately within SLAs
• Maintain documentation effectively

• Azure
• Cloud
• Firewall
• Support
• Linux
• Network
• Power Shell
• Security
• Windows

We are a well-established Managed Service Provider based in Oxford, and we are looking for an experienced 3rd Line Support Engineer to join our team. This is a client‑facing role where we support client infrastructure, resolve technical issues, and contribute to structured changes within a fast‑paced MSP environment. The salary for this role is £35,000 to £45,000 per annum.