2nd Line/3rd Line IT Support

Gravelly Hill
2 days ago
Create job alert

2nd Line 3rd Line IT Engineer

As a Level 2/3 IT Engineer, you will be the trusted technical expert handling complex client issues, implementing technical projects, and driving process efficiencies through platforms like Autotask, Salesforce, and 3CX. You’ll provide critical technical support, oversee project execution, and ensure our clients’ systems operate smoothly and securely.

Key Responsibilities:

• Technical Support and Escalations:
• Deliver advanced Level 2/3 support, troubleshooting complex hardware, software, network, and firewall issues.
• Lead escalated cases from Level 1 teams, providing hands-on, timely solutions to maintain high levels of client satisfaction.
• Utilise extensive experience in Windows Server, Office 365, and virtual environments to resolve incidents effectively.
• Configure, deploy, and maintain SonicWall firewalls and other security devices to secure client networks.
• Set up, configure, and manage virtual servers, ensuring stable and efficient virtualised environments (Hyper-V/VMware).
• Service Delivery and Client Management:
• Act as a primary technical contact for clients, building and maintaining strong relationships to meet and exceed SLA expectations.
• Conduct monthly service reviews, optimise service delivery processes, and proactively suggest improvements.
• Apply ITIL practices to manage incidents, change requests, and problem resolution, delivering a seamless client experience.
• Process Improvement and Automation:
• Enhance service desk efficiency with automation tools like Power Automate and PowerShell scripting to reduce manual processes.
• Document, review, and update support procedures, creating a repository of best practices for the team and clients.
• Implement data-driven strategies to reduce ticket volume and enhance self-service capabilities.
• Project Management and Implementation:
• Plan and lead IT projects, including hardware rollouts, cloud migrations (Azure, Office 365), and network or system integrations.
• Coordinate project resources, timelines, and deliverables to ensure on-time, within-budget project completion.
• Create detailed project documentation and conduct post-project reviews to capture lessons learned and improvements.
• Leadership and Mentoring:
• Mentor junior engineers, sharing knowledge to build team capability and foster professional growth.
• Contribute to training materials and technical sessions, empowering the team with the latest industry insights and best practices.
• Support KPI development to track and enhance team performance and client satisfaction metrics.

Qualifications and Experience:

• Technical Expertise: Significant experience with Autotask for ticketing, Salesforce for CRM, and 3CX for VoIP. Strong proficiency in Windows Server, Office 365, Azure, networking, SonicWall/firewall configuration, and virtualisation (Hyper-V/VMware).
• Billing and Workflow Skills: Proficiency in setting up workflows and billing configurations within Autotask and Salesforce is highly desirable. We also welcome candidates with foundational experience who are keen to develop these skills further.
• Certifications: ITIL, Microsoft (Azure, Office 365), CompTIA, or Cisco (CCNA) are highly desirable.
• MSP Background: At least 5 years of experience in a Managed Service Provider environment, demonstrating advanced technical support, client management, and project delivery.
• Automation and Scripting: Skilled in Power Automate and PowerShell scripting to automate workflows and improve service desk efficiency.
• Problem-Solving Mindset: A proactive, solutions-focused approach to resolving complex technical challenges and delivering lasting results.
Preferred Qualifications:
• Experience with service management tools like ServiceNow or ConnectWise.
• ITIL Foundation or Intermediate certifications.
• Previous mentoring or team leadership experience within a service desk or technical support team.
What We Offer:
• Collaborative Culture: A supportive work environment where innovation, inclusivity, and teamwork drive our mission.
• Competitive Benefits: A comprehensive benefits package, including certification reimbursement.
• Exciting Client Work: Engage with diverse projects across industries, providing tailored technology solutions for real-world challenges.
• Career Development: Join a workplace that values learning, with clear growth pathways within a dynamic MSP setting

Related Jobs

View all jobs

IT Manager

Network Cloud Engineer

2nd Line Support Engineer

2nd Line Cloud Engineer

1st Line Support Analyst

Endur L2 Support

Get the latest insights and jobs direct. Sign up for our newsletter.

By subscribing you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

Rural-Remote Cloud Computing Jobs: Pioneering a New Work-Life Balance

A Fresh Outlook for Cloud Professionals The field of cloud computing has rapidly become one of the most crucial pillars of the modern tech landscape. From multinational corporations to innovative start-ups, organisations rely on remote servers and virtualised infrastructure to store data, deploy applications, and deliver services globally. Conventional wisdom once held that this high-tech world was exclusively tied to large urban hubs—particularly London. However, a growing number of roles in this domain are now just as easily fulfilled from the rural countryside, where rolling hills, seaside towns, and smaller communities provide a more laid-back and affordable lifestyle. At CloudComputingJobs.co.uk, we’re seeing a surge in opportunities that emphasise remote and flexible work. Many professionals are on the hunt for “tech jobs by the sea” or “cloud computing remote countryside” roles, eager to escape the hustle of city life without sacrificing access to cutting-edge technologies. This shift is fuelled by factors like improved rural internet connectivity, evolving corporate cultures, and the inherent nature of cloud work, which primarily revolves around online platforms and virtual collaboration tools. In this article, we’ll explore the reasons behind this migration from traditional city offices to rural and coastal areas, the advantages (and challenges) of such moves, and practical advice on securing a cloud computing job that’s location-agnostic. Whether you dream of swapping your daily Tube commute for a stroll along a coastal path or a walk through a tranquil village lane, this might be the perfect time to redefine your work-life balance—and still shape the future of cloud tech.

Quantum-Enhanced AI in the Cloud: A New Dawn for Distributed Computing

Cloud computing has reshaped the digital landscape, freeing organisations from on-premises hardware constraints and paving the way for services that scale on demand. From hosting business-critical databases to enabling global content delivery networks, the cloud has become the backbone of modern IT. Parallel to this evolution, Artificial Intelligence (AI) has rapidly matured, offering transformative capabilities in data analytics, recommendation systems, and automation. Yet for all its power, conventional computing infrastructure sometimes struggles to handle the complex, high-dimensional problems AI can generate—especially in areas like drug discovery, advanced cryptography, or intricate optimisation. Quantum computing has burst onto the scene as a new paradigm that might address these computational bottlenecks. By leveraging quantum bits (qubits) and phenomena like superposition and entanglement, quantum computers could, in principle, explore vast solution spaces at unprecedented speeds. What happens when these three forces—cloud computing, AI, and quantum technology—converge? We enter a new era of quantum-enhanced AI in the cloud, where distributed systems seamlessly integrate classical and quantum resources to deliver powerful, scalable, and efficient solutions. This article will explore: How cloud computing has set the stage for next-generation AI. The basics of quantum computing and why it’s poised to disrupt traditional workloads. Real-world applications of quantum-enhanced AI that leverage cloud infrastructure. Emerging job roles and skill requirements in this fast-evolving landscape. Ethical, technical, and logistical considerations that must guide future developments. Whether you’re a seasoned cloud professional looking to stay ahead of the curve, a data scientist curious about the promise of quantum, or a tech enthusiast eager to see what’s next, read on. The future of computing may be closer than you think.

Cloud Jobs at Newly Funded UK Start-ups: Q3 2025 Investment Tracker

Cloud computing continues to be a pivotal force in the UK tech scene. From serverless architectures and edge computing solutions to AI-driven data analytics platforms, start-ups across the country are leveraging cloud technologies to innovate at lightning speed. This trend is far from a passing phase; in fact, cloud adoption has become a strategic imperative for businesses of all sizes, enhancing their scalability, flexibility, and competitive edge in a global marketplace. In Q3 2025, UK-based cloud computing start-ups attracted impressive funding rounds, signalling robust investor confidence in the sector. Whether you’re a cloud engineer, DevOps practitioner, project manager, or aspiring to break into cloud-based roles, these newly funded ventures are on the lookout for talent. This Q3 2025 Investment Tracker will guide you through the most notable funding news, the job opportunities that these investments have created, and how you can position yourself to land a coveted role at these cutting-edge companies. Lastly, we’ll introduce you to Cloudcomputingjobs.co.uk—a dedicated platform that connects cloud professionals with emerging start-ups and established enterprises alike. If you’re eager to harness the momentum of this booming sector, read on to discover the latest hiring trends, in-demand skill sets, and practical steps to accelerate your cloud career.