3Rd Line Support Engineer

3rd Line Support Engineer (Contract) - Outside IR35

Contract:

6 Months

Working Pattern:
Hybrid - 3 days onsite, 2 days remote

We're looking for an experienced, hands-on 3rd Line Support Engineer to join a busy infrastructure and support team. This role has been created to provide additional technical support across the 3rd Line function, balancing day-to-day operational support with a range of ongoing infrastructure and business projects.

This is an ideal opportunity for a technically strong support engineer who enjoys variety, thrives in a fast-paced environment, and is comfortable troubleshooting across infrastructure, networking, servers, Microsoft 365 and end-user computing environments.

You'll become an integral part of the 3rd Line Support and Infrastructure team, providing advanced technical support across BAU operations as well as assisting with project-related technical activities.

You'll be responsible for resolving escalated technical issues, providing hands-on infrastructure support, and working alongside internal teams on a variety of initiatives including security, CRM, infrastructure, server migrations and end-user computing.

While the role is primarily focused on 3rd Line support rather than project delivery, you'll have the opportunity to contribute your technical expertise to a broad range of infrastructure and business initiatives.

The role offers a genuine mix of responsibilities, making it ideal for an engineer who enjoys troubleshooting, getting hands-on with technology and working across a variety of technical disciplines.

• Provide 3rd Line technical and infrastructure support across the business.
• Troubleshoot and resolve complex technical issues escalated from 1st and 2nd Line support.
• Support ongoing infrastructure and migration projects from a technical support perspective.
• Assist with Identity & Access Management (IAM) related activities.
• Support server and platform migrations, including legacy infrastructure and on-premise file servers.
• Maintain and support Windows Server environments.
• Support networking infrastructure, including Fortinet and Cisco Meraki technologies.
• Provide administration and support for Microsoft 365, including Intune rollouts.
• Administer and support Okta environments.
• Support infrastructure, networking and end-user computing (EUC) environments.
• Work closely with internal IT teams to investigate and resolve complex technical incidents and service requests.
• Provide technical input and support for infrastructure and business projects where required.
• Operate within an ITIL-based support environment, participating in sprint-based work where required.
• Document solutions, troubleshooting steps and technical changes appropriately.

• Proven experience working in a hands-on 3rd Line Support / Infrastructure Support Engineer role.
• Strong Windows Server administration experience.
• Good knowledge of Hyper-V administration.
• Experience supporting VMware environments.
• Networking experience with Fortinet and/or Cisco Meraki.
• Strong Microsoft 365 administration experience.
• Intune deployment and support experience.
• Okta administration experience.
• Experience supporting infrastructure, networking and EUC environments.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience handling complex technical escalations from 1st and 2nd Line support teams.
• Previous experience working within an ITIL support framework.
• Comfortable working across multiple technical disciplines in a busy support environment.

• A strong 3rd Line / infrastructure support engineering background.
• Experience working within Managed Service Providers (MSPs) or delivering infrastructure support through contract assignments.
• Experience supporting a broad range of infrastructure technologies rather than specialising in a single area.
• A proactive and collaborative approach to technical support.
• The ability to work independently on complex issues while collaborating effectively with wider IT teams.
• A hands-on approach and a willingness to get involved across different areas of the infrastructure and support environment.