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

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

Your Skills & Experience

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