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

• 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

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