3rd Line IT Support Technician - Remote

Overview

An MSP based in Stoke-on-Trent is looking for an experienced 3rd Line IT Support Technician to manage complex support tickets escalated from 1st and 2nd line engineers, perform advanced troubleshooting, and resolve a wide range of technical issues across client environments.

In Short

• Handle complex incident and problem tickets escalated from 1st and 2nd line engineers.
• Provide advanced troubleshooting and root cause analysis for hardware, software, server, and network related issues.
• Act as a senior point of contact within the service desk, offering mentoring and technical guidance to junior engineers and apprentices.
• Maintain clear and detailed technical documentation and contribute to the knowledge base.
• Liaise with clients to provide updates and explanations regarding ticket resolution progress.
• Champion service desk efficiencies and support process improvements.
• Ensure all work adheres to internal SLAs and complies with industry best practices.
• Support the team in meeting service desk KPIs by helping maintain manageable ticket volumes and ensuring timely resolution of issues.

Requirements

• Proven experience in a senior or 3rd line IT support role, with at least 5 years in technical support and 2+ years at a senior level, ideally within a Managed Service Provider (MSP) environment.
• Advanced knowledge of Microsoft Windows Server platforms and domain infrastructure including Active Directory, Group Policy, DNS, and DHCP.
• Strong hands-on experience with Microsoft 365 services, including Exchange Online, SharePoint, and Azure AD (Entra ID), with exposure to Conditional Access, Intune, and Defender for Endpoint.
• Proficient in managing virtualization technologies such as VMware ESXi and Microsoft Hyper-V.
• Confident in configuring and maintaining firewalls, with a strong understanding of network security best practices and cybersecurity principles.
• Skilled in implementing and managing backup solutions and disaster recovery plans.
• Excellent analytical, diagnostic, and problem-solving skills, with the ability to manage escalations independently and work with minimal supervision.
• Familiarity with ITSM frameworks, ideally with ITIL Foundation certification or working knowledge of service management best practices.
• Experience with networking and hardware vendors such as Ubiquiti Unifi, Watchguard, SonicWall, Draytek, Ruckus, TP-Link, and Synology.
• Bachelors degree in Computer Science, Information Technology, or a related discipline (preferred but not essential).

Benefits

• Your work will mainly be remote and ticket-based, occasional on-site visits may be required to meet specific client needs.
• Appointment will be subject to right to work checks and satisfactory references.