3rd Line Support Engineer

3 days ago

Cheltenham, United Kingdom IMT Resourcing Solutions Full time

3rd Line Support Engineer

Location: Cheltenham (Hybrid – approx. 3 days on-site)

Salary: Up to £40,000 DOE

Benefits: Opportunity to join a growing team, clear progression path, hybrid working arrangement

Our client, a leading IT services organisation, is expanding into Cheltenham and is hiring a 3rd Line Support Engineer to join their new office. This role offers the chance to take ownership of advanced technical issues, support key projects and play a significant role in shaping the technical function as the office continues to grow.

What you’ll do

Act as a senior escalation point for complex 3rd line issues across servers, networks, cloud and application environments.

Diagnose, troubleshoot and resolve deep technical incidents that cannot be handled by 1st/2nd line teams.

Deliver technical input on projects such as migrations, upgrades, deployments and new customer onboarding.

Work closely with infrastructure, service management and technical delivery teams to ensure high-quality outcomes.

Produce and maintain technical documentation, knowledge base articles and best-practice guidance.

You’ll collaborate with cross-functional teams to deliver robust support, influence processes and contribute to the development of the Cheltenham office’s technical capability.

What we’re looking for

Strong 3rd line experience across Windows Server, networking, Active Directory, virtualisation, cloud (Microsoft 365/Azure) and advanced troubleshooting.

Experience supporting complex environments, handling escalations and mentoring 2nd line colleagues.

Ability to diagnose root causes, propose solutions and communicate clearly with stakeholders.

Familiarity with ITIL-aligned support processes and ticketing systems.

Comfortable working in a hybrid pattern, spending three days per week in the Cheltenham office.

The ideal candidate will bring strong technical depth, a calm and methodical approach to problem-solving, and a desire to grow alongside a newly expanding team.

Why join?

Join early as a new Cheltenham office launches, giving you influence over processes and long-term direction.

Excellent scope for progression as the technical function and wider team expand.

Balanced hybrid working pattern with strong collaboration and flexibility.

Be part of an established organisation with a clear growth strategy and supportive culture

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