3rd line IT Engineering Specialist

Job Req ID: 52608

Posting Date: 30/10/2025

Function: Infrastructure Engineering

Location: Sheffield or Manchester

Why this job matters
Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities.

You will provide 3rd line IT Cloud & Infrastructure 24x7 support and delivery of infrastructure and End User Computing in Business Managed Services. The role requires an engineer who is an innovative, engaging, driven individual who has a proven record of achievement and experience in collaborating across teams of highly skilled technical experts.

The successful candidate will need to be eligible for National Security Clearance Vetting to SC or NPPV3 level as a minimum.

What You'll Be Doing

• Problem solving and application of technical knowledge to unknown issues. Delivering successful technical resolutions to complex customer issues escalated by 2nd line support teams within agreed Service Level Agreements (SLA).
• Planning of complex change with first time successful delivery to ensure sustained service across wide ranges of products and solutions. Keep abreast of changes to existing, emerging and new technologies to meet business and customer objectives.
• Implementing solutions in a timely manner to ensure service level agreements are met (typically 2 hours) Engage and escalate complex issues with 3rd party vendors for advanced troubleshooting and problem management.
• Provide support to Service Design / Introduction for existing and new contracts. Work through complex decision making to balance customer and business need.
• Management of workload and delivery to meet key performance indicators. Share technical knowledge across the team and contribute to continuous improvement and coaching within the team.

The Skills You'll Need
Cloud Computing

IT Infrastructure

Managed Services

Decision Making

Growth Mindset

What We Would Like To See On Your CV

• Demonstrable experience of technically supporting live operations in a managed services environment with in depth knowledge of managed customer solutions. Detailed understanding of emerging technologies across the managed services portfolio.
• Good experience in at least 3 of the following: Microsoft Azure (Administrator, Security), Windows Server Operating System Management including Active Directory, Certificate Services, DHCP Server, DNS Server or VMware.
• Proven experience of engaging with 3rd party vendors in advanced troubleshooting and problem solving
• Background of working in an environment that adheres to ITIL best practices, ideally possessing ITIL foundation.
• Ability to share knowledge and help develop your team and others.
• Exposure to any of the following would also be beneficial: Microsoft Azure (Architect), System Centre Operation Manager, Anti-malware (Web & email filtering and anti-virus protection) AOVPN, DirectAccess, Citrix Virtual Desktop and Apps (NetScaler ADC), Microsoft Exchange including Microsoft 365 integration, SAN Technologies (NetApp, HP 3PAR, Dell PowerStore, Metro Node), Server Technologies (HP Synergy, Dell PowerEdge) and Automation Technologies (PowerShell, HashiCorp Terraform, Ansible).

Benefits
At BT, we entertain, educate, and empower millions of people every single day. We're a brand built on connecting people – whether that's friends, family, businesses, or communities. Working here, you'll receive an attractive salary and a range of competitive benefits, but – more than that – you'll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• 10% on target annual bonus
• BT Pension scheme, minimum 5% employee contribution, BT contribution 10%
• X4 Salary Life Assurance
• Huge range of flexible benefits including Cycle to Work, Healthcare, Season Ticket Loan, Electric Vehicle Salary Sacrifice
• 25 days annual leave (not including bank holidays), increasing with service
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It's for all parents, no matter how your family is made up.
• Enhanced women's health support: including help with menopause symptoms, cancer screenings, period care and more.
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks paid carer's leave
• World-class training and development opportunities
• Discounted broadband, mobile and TV package
• Access to 100's of retail discounts including the BT shop

Flexible Working
You will be required to take part in a 24X7 shift rota, working day and night shifts. You are required to be at your contractual location for day shifts but there will be flexibility to work from home during night shifts.

Available when required to work out of hours either on an overtime or on-call basis.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1 -2 million business customers internationally.

We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.