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3rd Line Support Engineer

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Job Description

Our client is a successful company committed and motivated in providing first call IT support and solutions to businesses throughout Liverpool city region.

This is an opportunity to join a growing firm where you will have the opportunity to develop an excellent career path, with great prospects for progress and uniquely have a say and share in the evolution of the business.

To join the business, you will already be a highly motivated and skilled team player who has experience of a third line role, ideally within an MSP environment. You will assist in developing the support team’s technical knowledge and be able to communicate clearly and regularly with both the customer and the account manager on progress made on issues raised.

You will provide senior-level IT infrastructure and systems engineering support, design, and implementation to clients of a Managed Services Provider and Consultancy. This role serves as the final escalation point for IT issues and requires exceptional technical expertise. The position involves Service Desk support for escalated issues across all levels (Line 1/2/3), occasional after-hours work, on-call support, and site visits. Strong communication skills are essential, as the role involves direct interaction with non-technical staff.

The Role

Providing 3rd line technical support for hardware and software issues.

Own support issues, train, advise and help team members grow.

Provide technical support and engineering for networking infrastructure, contributing to the design, implementation, and security of WAN, LAN, and Cloud.

Take ownership of incidents assigned to you and manage them through to resolution.

Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for their customers.


5+ years’ demonstrable experience in IT support services or consultancy

Experience with the installation and configuration of systems

Microsoft Server technologies; MS Server (2016,2019, 2022), MS Clustering, Active Directory Services, Group Policy, Windows Terminal Services, Certificate Services, ADFS, PowerShell.

Advanced Exchange (2016, 2019) installation, configuration and troubleshooting

Virtualisation configuration and troubleshooting (HyperV/VMware)

Network Management – TCP/IP, L3 routing, VLAN management & LAN/WAN and Firewalls

Experience in SQL Server troubleshooting

Excellent general hardware/software troubleshooting and problem-solving skills

Disaster Recover, Replication and Recovery and Anti-virus technology

Candidates will hold or be willing to attain the Microsoft accreditations.

Desirable additions

Microsoft 365 – Azure, SharePoint, OneDrive, Exchange & Intune/Endpoint Manager.

Proficiency in scripting and task automation using appropriate tooling such as PowerShell

Relevant Microsoft certifications in Networking / Desktop / Servers

Advanced level with VoIP systems (CTX) – troubleshooting and administration

Job Summary

Liverpool, Merseyside Location
IT Job Pro

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