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3rd Line Support Engineer - Dundee

3rd Line Support - IT
Ref: 221 Date Posted: Sunday 20 Aug 2023

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Level 3 IT Support Engineer 

Our client is seeking an experienced and motivated Level 3 IT Support Engineer to join their dynamic Managed Service Provider (MSP) team in the UK. The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional IT support services to our clients. You will play a crucial role in providing advanced technical assistance to resolve complex issues and ensure the smooth functioning of our clients' IT environments. 



  • Provide expert-level technical support and troubleshooting for a wide range of IT issues, including but not limited to networking, hardware, software, and security-related concerns. 

  • Collaborate with Level 1 and Level 2 support teams to escalate and resolve complex issues efficiently while maintaining effective communication with clients and stakeholders. 

  • Act as a point of escalation for critical incidents, demonstrating the ability to analyse, diagnose, and implement solutions in a timely manner. 

  • Perform proactive system monitoring, maintenance, and optimisation to identify and address potential issues before they impact clients' operations. 

  • Assist in the design, implementation, and management of IT solutions, including network infrastructure, cloud services, and security protocols. 

  • Conduct thorough root cause analysis for recurring issues and contribute to the development of strategies to prevent future occurrences. 

  • Document support processes, procedures, and troubleshooting steps for internal knowledge base and client-facing documentation. 

  • Participate in client meetings to provide technical insights, recommendations, and updates on ongoing projects and support activities. 

  • Stay updated on industry trends, emerging technologies, and best practices to continuously enhance your technical skills and knowledge. 


Qualifications & Experience: 

  • A Bachelor's degree in Computer Science, Information Technology, or equivalent work experience. 

  • A minimum of 5 years of hands-on experience in providing IT support, preferably within a Managed Service Provider environment. 

  • Strong expertise in Microsoft Windows, Windows Server, Active Directory, and Exchange Server. 

  • Proficiency in networking concepts & protocols, including TCP/IP, DNS, DHCP, VLANs, and routing. 

  • Experience with virtualisation technologies such as VMware or Hyper-V. 

  • Familiarity with cloud services such as Microsoft Azure or AWS is a plus. 

  • Relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Azure Administrator, or equivalent certifications are desirable. 

  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients. 

  • Problem-solving mindset, with the ability to analyse complex issues and implement effective solutions. 

  • Strong organisational skills and the ability to manage multiple tasks and priorities in a fast-paced environment.  


  • Salary 33k – 36.5k per year, depending on experience.  

  • 29 days holiday increasing over time 

  • Dedicated training time each month, along with training resources and certification  

  • Personal Time allowance to allow for a better work-life balance. 

  • Insurance Plan  

  • Company Pension Scheme 

  • Progressive growth and career advancement within a rapidly expanding MSP 

  • Collaborative and inclusive work environment that values teamwork and innovation