About this role
Salary: £40,000 - 50,000 per year
Requirements: Ability to work independently, take technical ownership and drive complex issues through to resolutionIT-related degree or relevant industry qualifications are highly desirableDemonstrable experience in senior second line, third line, infrastructure or MSP support, owning complex technical escalationsStrong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinkingExperience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentationExperience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validationExperience supporting Major Incidents and vendor or third-party technical escalationsDetailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCPDetailed experience with Microsoft 365, Azure and related technologiesExchange OnlineMicrosoft Entra ID / Azure Active Directory and hybrid identityConditional Access / MFAMicrosoft Intune / Mobile Device ManagementMicrosoft Defender, Information Protection / DLPDetailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processesStrong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoringKnowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, WatchGuard, Voice/3CX and email security is desirableCurrent and valid UK driving licence is desirablePowerShell or equivalent scripting capability would be advantageousExperience of working within an MSP and/or Hospitality environment is advantageous but not essentialFriendly, professional and credible with technical and non-technical clientsTechnically curious and proactive, with a strong drive to research unfamiliar technologies and improve solutionsStrong written and verbal communication skills with the ability to explain complex technical issues clearlyRecognizes the importance of frequent and clear communication during incidents, escalations and dependency-driven workAnalytical and evidence-led, focused on identifying underlying causes rather than repeatedly treating symptomsActively shares knowledge and supports First and Second Line development without creating technical silosDisciplined, with the ability to prioritise and execute technical tasks effectively under pressureAccountable and outcome-focused, taking ownership through to validated resolution Responsibilities: Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actionsLead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impactProvide clear and timely customer updates throughout complex incidents, Problems and engineering activityOwn assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workaroundsValidate escalations, provide technical guidance, and return those that do not meet agreed escalation standardsDeliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following our change and security controlsMaintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-leftProvide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activityIdentify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidentsWork with AI & Automation to automate repeatable technical fixes and manual activity where appropriateLead vendor and third-party technical engagement on complex issues while retaining ownership through to resolutionPlan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvementProvide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handoverMaintain Information Security, ISMS, data protection and change-control requirements and escalate material technical or security risk Technologies: AIActive DirectoryAzureCloudIaaSSupportMicrosoft 365Microsoft IntuneMobileNATPowerShellSecurityTCP/IPVPNWindowsOffice 365ICT More:
We are Netteam tX, based in Manchester, and we offer a full-time, permanent IT Support Engineer - Third Line role with a salary of £40,000 - £50,000 per annum DOE. Our culture is built around developing talent, encouraging creativity and innovation, and continually refining skills and knowledge as a team and as individuals. We support career growth through both lateral and horizontal opportunities, and some roles are subject to a basic DBS disclosure in line with our recruitment policy and client expectation.
last updated 38 week of 2026