3rd Line Support Engineer


Henry McDonald

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Role: 3rd Line Support Engineer

Location: Peterborough, Cambridgshire

Salary: Up to £40k plus Benefits and Training Budget

Are you an experienced 3rd Line Support Engineer with experience working for an MSP (Managed Services Provider), looking for an exciting and varied role with a Microsoft Gold Partner? If so this could be the ideal opportunity for you.


This position is for an experienced (ideally 5+ years with MSP) Systems and Project Engineer (L3), reporting to the IT Services Manager.

In this role you will be responsible for: BAU infrastructure ticket escalations (internal/external); project work (internal/external); infrastructure reviews and reports (internal/external); pre-sales technical advice; reviewing and updating documentation (internal/external); and providing general troubleshooting, support and mentoring to our internal team and external customer base.

Travel to customer sites will be required for support, projects and meetings which cannot be performed remotely. You will possess and maintain a broad and deep working knowledge and experience of key areas of IT infrastructure, including hardware and software, commonly used in business environments. You will be an effective verbal and written communicator as this is a customer facing role which requires accuracy and diplomacy.

This role is based the Peterborough office with regular external site visits, as necessary so you must have a full UK drivers’ licence.


  • Microsoft Windows Server 2008-2019 (Design, configuration, migrations and troubleshooting).
  • Server virtualisation (Hyper-V 2016, 2019) (Design, configuration, migrations and troubleshooting).
  • SAN – iSCSI (Design, configuration, migrations and troubleshooting).
  • Office 365 (OneDrive, EOL, SharePoint (Design, configuration, migrations, user setup and troubleshooting).
  • Microsoft Exchange 2010-2019 (Design, configuration, migrations, user setup and troubleshooting).
  • Active Directory, Azure Active Directory and Azure AD Connect. (Design, configuration, migrations, user setup and troubleshooting).
  • Group policy (Design, configuration, support and troubleshooting).
  • Networking (IPv4, IPv6, VLAN, WAN) (Design, configuration, support and troubleshooting).
  • WIFI/Router/switch/firewall configuration. (Ubiquiti, Vigor) (Design, configuration, support and troubleshooting).
  • Security tools (Sophos, Bitdefender, Mimecast) (AV, AM, spam-filtering, web-filtering, etc) (Design, configuration, support and troubleshooting).
  • Microsoft Teams. (Design, configuration, user setup and troubleshooting).
  • Backups (Veeam, Datto) (Design, configuration, monitoring and troubleshooting).
  • DR and BC (Veeam, Datto) (Design, configuration, support and troubleshooting).
  • PC/laptop and server hardware (Installations and troubleshooting).
  • Responsible for design and delivery of projects as required.
  • Previous IT Helpdesk/MSP experience, 5 years minimum.
  • Professional customer service skills; written and verbal skills and attitude and appearance.
  • Proven ability to balance projects, service issues and requests, in accordance with SLA’s
  • Proven ability to develop and maintain customer relationships.
  • Proven ability to pass and maintain industry standard exams and certifications.


  • Clean driver’s licence
  • Microsoft, Veeam, Datto, Mimecast Certifications
  • ITIL v4


  • 22 days holiday (increases with time in role)
  • Pension Contribution Scheme
  • Training budget and four hours per week for personal training
  • Cycle to Work Scheme

If you wish to apply for this position, please email us at apply@som-3.com