3rd Line Support Engineer - #2179784

Our team provides hands-on support and strategic guidance across modern workplace solutions, cloud services, and cybersecurity. Working with leading technology partners like Microsoft, we ensure you have access to the best tools and expertise for your business needs.

We are now looking to add an experienced 3rd Line IT Support Engineer to our Glasgow team.

Key Responsibilities

• Act as the final technical escalation point, assisting with complex IT issues.
• Provide expert-level technical troubleshooting, diagnosis, and resolution.
• Support server infrastructure, networking, and cloud-based services.
• Work closely with 1st and 2nd line support teams, providing mentorship and technical guidance.
• Ensure timely resolution of critical IT service requests.
• Stay updated on the latest technology trends and proactively improve our service offerings.
• Support and administer telecoms platforms including Gamma Horizon, Giacom, SIP Trunk Call Manager, and similar systems.
• Carry out telecoms tasks such as applying call diverts, updating holiday messages, managing number changes, and performing line checks.
• Liaise with third-party providers such as BT Openreach for fault logging, updates, and coordination.
• Assist with user onboarding/offboarding, device setup, and routine maintenance.
• Maintain accurate documentation of incidents, resolutions, and system changes.

What We're Looking For:

• Proven 3rd line technical support experience in IT.
• Strong expertise in Windows Server, Active Directory, Networking (TCP/IP, DNS, DHCP, VPNs), and
• Cloud Services (Azure, Microsoft 365).
• Excellent problem-solving skills, able to handle high-pressure situations effectively.
• Experience working with managed service providers (MSPs).
• Relevant certifications are a plus.

Experience & Qualifications Required

• Minimum of 5 years' experience in IT Support, history and experience of acting as a point of technical escalation in a Managed Service Provider (MSP) environment.

Proficiency in IT systems administration, including:

• Windows Server (2016, 2019, 2022) – Active Directory, Group Policy, DNS, DHCP.
• Virtualization Technologies – VMware, Hyper-V.
• Cloud Platforms – Microsoft 365, Azure, Intune, Exchange Online.
• General Networking – Firewalls, VPNs, VLANs, TCP/IP, DNS, DHCP, SD-WAN, Wi-Fi security.
• Scripting & Automation.
• Backup & Disaster Recovery solutions.

Certifications & Accreditations

• Microsoft Certified: MS-900 (Microsoft 365 Fundamentals), MD-102, SC-300, 365 Admin, MS-102
• Cisco Certified: CCNA, CCNP (Enterprise or Security) – Network Plus
• CompTIA: Network+, Security+, Cloud+.
• ITIL.

Soft Skills & Professional Attributes:

• Proven ability to work under pressure and resolve critical incidents promptly.
• Strong documentation and technical reporting skills.
• A mentorship mindset, supporting junior engineers and fostering technical growth within the team.
• Customer-focused, with excellent communication skills to liaise with non-technical stakeholders.
• Proactive mindset, with a passion for continuous learning and staying ahead of technology trends.
• Strong communication skills — able to liaise with both technical and non-technical users.
• Reliable team player with a collaborative mindset.
• Good time management and prioritization skills.
• Detail-oriented with solid documentation habits.
• Proactive approach to learning and continuous improvement.
• On-call participation is a mandatory part of this role and forms part of the team’s standard support coverage.