3rd Line Support Engineer

About the role

We are seeking a proactive 3rd Line Support Engineer to join a well‑established Managed Service Provider in Oxford. The role is client‑facing, requiring you to resolve complex technical issues, support client infrastructure and deliver change projects within a structured MSP environment.

Key responsibilities

• Act as the escalation point for 1st and 2nd line teams and manage complex, priority tickets from start to finish.
• Diagnose root causes rather than applying temporary fixes, maintaining high first‑time‑fix rates.
• Perform ongoing infrastructure maintenance, patching and system updates.
• Deliver technical changes such as migrations, upgrades and new implementations, coordinating with clients and internal stakeholders to minimise downtime.
• Visit client sites when required and communicate effectively by phone and email.
• Log and update tickets accurately within SLA targets and keep documentation up to date.

Required profile

• Minimum 5 years of hands‑on IT support experience.
• Previous experience within a Managed Service Provider environment is highly advantageous.
• Full UK driving licence and access to a vehicle.
• Confidence supporting Windows, macOS and Linux platforms.

Required skills

• Enterprise firewall management.
• Network infrastructure (switches, wireless access points).
• Business email platforms and cloud‑based email filtering.
• Identity management and enterprise password management.
• Security monitoring (SIEM, MDR).
• Hosted VoIP telephony.
• Backup and disaster recovery management.
• PSA and RMM tooling.
• PowerShell scripting and automation.
• Microsoft/Azure certifications.

What we offer

• Competitive salary of £35,000‑£45,000 per annum.
• Opportunity to work with a leading MSP serving diverse clients.
• Support for professional development and industry certifications.