3rd Line Support Engineer

3rd Line Support Engineer?

Salary: £35,000 - £45,000 per annum

Location: Oxford

Our client is a well-established Managed Service Provider (MSP) looking for an experienced 3rd Line Support Engineer to join their team in Oxford.

This is a client-facing role resolving technical issues, supporting client infrastructure, and contributing to changes within a structured MSP environment.

The Role

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• Support and maintain the systems
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• Act as the go-to escalation point for 1st and 2nd line colleagues
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• Own complex and priority tickets end to end
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• Get to the root cause of issues rather than just patching symptoms
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• Maintain high first-time fix rates
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• Carry out ongoing infrastructure maintenance and patching
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• Handle the technical delivery of changes such as migrations, upgrades, and new implementations,
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• Coordinate with client and internal stakeholders so changes land smoothly with minimal downtime
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• Visit client sites as needed
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• Communicate with clients effectively by phone and email
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• Log and update tickets accurately within SLAs
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• Effectively maintain documentation
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Your Skills & Experience

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• 5+ years' hands-on experience in IT support
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• Previous experience working within an MSP highly advantageous
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• Solid troubleshooting experience across the following:
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• Enterprise firewall management
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• Network infrastructure (switches, wireless access points)
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• Business email platforms
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• Cloud-based email filtering
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• Identity management platforms
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• Security monitoring (SIEM, MDR)
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• Enterprise password management
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• Hosted VoIP telephony
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• Backup and disaster recovery management
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• PSA and RMM tooling
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• Experience of PowerShell and automation
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• Microsoft/Azure certifications
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• Confident supporting Mac and Linux alongside Windows
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• Full UK driving licence and vehicle essential
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