3rd Line Engineer

Location: Sheffield, South Yorkshire
Salary: £28,000 - £35,000 pa
Reference: AW / 3RDLine
Type: Permanent
Sector: IT & Digital, IT, Digital Marketing & IT Recruitment
Deadline: 24/05/2022

The company

 Brewster Partners are working with an IT support company, we are looking for a 3rd Line Technician to join their ever growing team.

The job

This position will provide technical support to the clients customers within a very fast paced and busy, service desk environment mainly managed by remote access however on-site visits may be required. 

A good technical knowledge is essential to provide an escalation point to 1st and 2nd Line and ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.


  • Provide 3nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
  • Triage and resolve incidents to stringent customer defined SLA’s.
  • Drive service improvement within the service desk to improve first time fix resolution times.
  • Communicate clearly, effectively and in a timely manner with all customers.
  • Create and maintain accurate documentation within the centralised management database.
  • Provide any on-site support to resolve customer service outages as required to meet SLA’s.
  • Assist in project delivery
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1st line support.

The person

  • Microsoft 365 and related technologies 
  • Exchange Online 
  • Azure Active Directory (Azure AD joined/hybrid) 
  • Conditional Access/MFA 
  • Intune
  • Windows Server  
  • Active Directory   
  • Azure Information Protection 
  • Microsoft Azure IaaS  
  • Hyper-V 
  • Networking (VPN, VLAN, ROUTING) 
  • Firewalls (NAT/PAT/ACL’s
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • Microsoft MS100 and AZ104 qualifications would be preferred.
  • Patience, ability to work under pressure and good organisational skills
  • Project Management skills desirable but not essential
  • The ability and desire to develop the role and make it your own

The benefits

£28,000 - £35,000 pa


Amy Wood
Candidate Manager
Brewster Partners Recruitment Group


To apply for this job, please send your CV to the email above or to info@brewsterpartners.co.uk quoting "Vacancy: 3rd Line Engineer, Reference: AW / 3RDLine". Thank you for your interest.