3rd Line Engineer

Location: Gloucester

Salary: £26k - 30k per year

Type: Permanent

Closing Date: 03/08/2021

The Role

To deliver an excellent technology focused support service to all clients and internal teams. You will be taking ownership of and managing problems, major Incidents, coaching/mentoring of junior engineers and escalations as required. There will also be a requirement for some involvement with the delivery of project work where you will act as an ambassador for the organization.

Duties and responsibilities

  • Provision of escalation support for colleagues and clients. These will typically be the higher priority and more technically challenging issues.
  • Taking ownership of these escalated issues and managing them through to resolution.
  • Take the technical lead on Major Incidents.
  • Assisting with delivery of project work and change management requests as required.
  • Provision of training, knowledge transfer, and documentation for clients and internal teams.
  • Keeping up to date with new technologies including relevant technical training and certifications as required by the business.
  • You will need to have the ability to present and articulate technical concepts to both internal teams and clients as appropriate.
  • Maintain the network, ensuring that any item that any risks are highlighted or removed from the infrastructure. 
  • Stand in for the Service Desk Manager in their absence.
  • Correctly log and update tickets with the required information relating to support requests 
  • Manage own ticket queue and workload and schedule in an efficient manner. 
  • Provide coaching on technical skills and processes to 2nd Line and 1st Line staff.
  • Highlight and complete proactive maintenance for support customers. 
  • Always provide excellent and effective customer service. 
  • Ensure that your timesheet is updated accurately and promptly. 
  • Ensure all paperwork relating to finished work is accurately completed and submitted in a timely manner.
  • Document and run IT outage drills.
  • Managing the change process for pre-approve emergency and planned requests.

Person Specification


  • Excellent problem-solving skills
  • Excellent customer service skills and confidence on the phone and face to face.
  • Excellent written and technical communication skills.
  • Excellent attention to detail.
  • Highly organized with excellent time management skills, the ability to multi-task, and prioritize workload.
  • Able to follow and define processes and produce relevant documentation where required.
  • Willing to travel to customer locations as and when required.


  • Comprehensive knowledge and experience with the following technologies (with relevant certifications to support):
  • Microsoft Server and associated infrastructure technologies including Active Directory, Group Policy, DNS, DHCP etc
  • Microsoft SQL Server (building, installing, upgrading and migrating)    
  • Networking – WAN, LAN, Security, SSL, IP Routing, Switching
  • VPNs, Router and Firewalls
  • Desktop / client Operating Systems
  • Office 365 (licensing, setup, migration)
  • Microsoft Exchange 2010, 2013, and 2016
  • Virtualization technologies (ideally Hyper-V)
  • Antivirus and mail scanning technologies
  • Remote Desktop Server / Virtual Desktop
  • Cloud / offsite backup technologies (Windows Backup, Acronis, Veeam) 


Salary£26k - 30k per year
Job ReferenceLM89
Contract TypePermanent
Closing Date03/08/2021
Regional OfficeCheltenham
Date Posted27/07/2021

To discuss this position further please contact:

Lee Marshall

Senior Consultant



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