3rd Line IT Support Engineer

Location: Blackburn
Salary: Up to £37,000 (depending on experience)
Working Pattern: Office Based

Are you an experienced 3rd Line Support Engineer looking for your next challenge within a fast-paced Managed Service Provider?

We're looking for a technically strong IT professional who enjoys solving complex infrastructure issues, supporting a wide range of clients, and acting as the technical escalation point for a busy support desk. This is an excellent opportunity to join a growing MSP where you'll play a key role in delivering exceptional customer service while mentoring junior engineers and contributing to continuous service improvement.

The Role

As a 3rd Line Support Engineer, you'll be responsible for resolving complex technical issues, supporting customer infrastructure, and acting as the escalation point for the 1st and 2nd Line Support teams. You'll work across a diverse client base, assisting with infrastructure support, projects, system improvements, and ensuring service levels are consistently achieved.

Key Responsibilities

Act as the technical escalation point for 1st and 2nd Line Support Engineers.
Diagnose and resolve complex infrastructure, server, networking and cloud issues.
Support and maintain customer IT environments across multiple sites.
Assist with infrastructure projects, implementations and upgrades.
Monitor system performance and proactively identify improvements.
Maintain accurate documentation, knowledge base articles and technical procedures.
Work closely with customers, vendors and internal teams to deliver outstanding service.
Mentor junior engineers and share technical knowledge across the team.
Ensure all work is completed within agreed SLAs.

Skills & Experience

We're looking for someone with experience supporting a variety of Microsoft infrastructure technologies, including:

Strong 3rd Line Support experience, ideally within an MSP.
Windows Server administration.
Microsoft 365.
Active Directory & Group Policy.
Virtualisation technologies (Hyper-V and/or VMware).
Networking, switching, routing and firewalls.
Excellent troubleshooting and problem-solving skills.
Experience supporting multiple customers and managing technical escalations.
Outstanding communication and customer service skills.

What's on Offer?

Salary up to £37,000 depending on experience.
Learning and development opportunities.
Career progression within a growing MSP.
Company events.
Eye care scheme.
Exposure to a wide variety of technologies and projects.
Supportive and collaborative technical team.

If you're an experienced 3rd Line Support Engineer looking to take ownership of technical escalations and work within a busy MSP environment, we'd love to hear from you.

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN