3rd Line IT Support & Implementation Engineer

3rd Line IT Support & Implementation Engineer - Job Specification

Location: Reigate

Reports to: Technical Team Leader

Working Environment: Fast-paced MSP / customer-centric technical team

About the Company

Our client is a leading technology services provider delivering IT managed services, cloud solutions, and modern infrastructure support to organisations across the UK. They focus on empowering businesses through high-quality technical expertise, innovation, and a customer-first approach.

They are looking for enthusiastic and experienced professionals who enjoy solving complex technical challenges and want to join a growing organisation with strong progression opportunities.

Over the last 5 years, MFK Recruitment has placed 45 IT professionals with this company, and 32 are still thriving there today!

Role Overview

The 3rd Line IT Support & Implementation Engineer will be responsible for providing expert technical support, resolving complex escalations, and delivering project work across a wide range of technologies.

This role requires deep technical knowledge, excellent communication skills, and the ability to collaborate with Level 1 and Level 2 teams. As the 3rd Line IT Support & Implementation Engineer, you will play a key role in system reliability, process improvement, and ensuring seamless delivery of technical change.

Key Responsibilities

• Act as the primary escalation point for technical queries passed from Level 1 and Level 2 engineers.
• Review, organise, and execute technical changes received through tickets or project work.
• Support high-priority incidents (P1), outages, or security events, coordinating effectively across teams.
• Work within the 3rd-tier call queue during peak demand (no general call handling expected).
• Focus exclusively on escalated helpdesk tickets unless required to support triage during exceptional busy periods.
• Deliver proactive tasks including firmware upgrades, project delivery, process development, and recurring infrastructure checks.
• Collaborate closely with other Level 3 engineers to drive continuous service improvement and innovation.
• Participate in Change Advisory Board activities, helping to manage technical risk and change control.

Qualifications & Experience

• Minimum 7+ years' experience within a technical helpdesk or MSP environment.
• Strong communication skills with the ability to explain complex issues clearly.
• Active Directory & Group Policy administration.
• Exchange administration experience.
• Advanced expertise with Microsoft technologies (Azure, Microsoft 365, Windows Server).
• Strong networking understanding: TCP/IP, VLANs, firewalls, wireless technologies.
• Experience with firewalls:
  Forti Gate, Cisco, Sonic Wall, Watch Guard.
• Backup technologies:
  Azure, Veeam.
• Virtualisation experience:
  Hyper-V, VMware, AVD, RDS.
• Deep knowledge of Microsoft 365, including MFA.
• Able to troubleshoot and answer advanced networking queries.

Why This Role?

This position is ideal for an experienced 3rd Line IT Support & Implementation Engineer who thrives in a fast-paced technical environment. You'll have the opportunity to work on complex issues, influence change, and contribute to ongoing service improvement. The role offers exposure to advanced technologies, project delivery, and high-impact technical decision-making.