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 PowerShell and automation
- Microsoft/Azure certifications
- Confident supporting Mac and Linux alongside Windows
- Full UK driving licence and vehicle essential