IT Support Engineer 3rd Line
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Summary
Third-line IT support engineer at a Manchester-based MSP, owning complex escalations end-to-end across Microsoft 365, Azure, Windows Server, Active Directory, networking and backup/DR, plus problem management, major incident support, documentation and out-of-hours rota cover.
Salary: £40,000 - 50,000 per year
Requirements:- Ability to work independently, take technical ownership and drive complex issues through to resolution
- IT-related degree or relevant industry qualifications are highly desirable
- Demonstrable experience in senior second line, third line, infrastructure or MSP support, owning complex technical escalations
- Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking
- Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation
- Experience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validation
- Experience supporting Major Incidents and vendor or third-party technical escalations
- Detailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP
- Detailed experience with Microsoft 365, Azure and related technologies
- Exchange Online
- Microsoft Entra ID / Azure Active Directory and hybrid identity
- Conditional Access / MFA
- Microsoft Intune / Mobile Device Management
- Microsoft Defender, Information Protection / DLP
- Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processes
- Strong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoring
- Knowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, WatchGuard, Voice/3CX and email security is desirable
- Current and valid UK driving licence is desirable
- PowerShell or equivalent scripting capability would be advantageous
- Experience of working within an MSP and/or Hospitality environment is advantageous but not essential
- Friendly, professional and credible with technical and non-technical clients
- Technically curious and proactive, with a strong drive to research unfamiliar technologies and improve solutions
- Strong written and verbal communication skills with the ability to explain complex technical issues clearly
- Recognizes the importance of frequent and clear communication during incidents, escalations and dependency-driven work
- Analytical and evidence-led, focused on identifying underlying causes rather than repeatedly treating symptoms
- Actively shares knowledge and supports First and Second Line development without creating technical silos
- Disciplined, with the ability to prioritise and execute technical tasks effectively under pressure
- Accountable and outcome-focused, taking ownership through to validated resolution
- Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions
- Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact
- Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity
- Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds
- Validate escalations, provide technical guidance, and return those that do not meet agreed escalation standards
- Deliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following our change and security controls
- Maintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-left
- Provide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activity
- Identify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidents
- Work with AI & Automation to automate repeatable technical fixes and manual activity where appropriate
- Lead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution
- Plan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvement
- Provide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handover
- Maintain Information Security, ISMS, data protection and change-control requirements and escalate material technical or security risk
- AI
- Active Directory
- Azure
- Cloud
- IaaS
- Support
- Microsoft 365
- Microsoft Intune
- Mobile
- NAT
- PowerShell
- Security
- TCP/IP
- VPN
- Windows
- Office 365
- ICT
More:
We are Netteam tX, based in Manchester, and we offer a full-time, permanent IT Support Engineer - Third Line role with a salary of £40,000 - £50,000 per annum DOE. Our culture is built around developing talent, encouraging creativity and innovation, and continually refining skills and knowledge as a team and as individuals. We support career growth through both lateral and horizontal opportunities, and some roles are subject to a basic DBS disclosure in line with our recruitment policy and client expectation.
last updated 38 week of 2026