IT Support Engineer - 3rd Line
Job Title: IT Support Engineer - Third Line
Location: Manchester
Salary: £40,000 - £50,000 per annum DOE
Job Type: Full Time, Permanent
At Netteam tX, we recognize and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.
About the role:
You will provide senior third Line technical support across Netteam's managed client base, acting as the technical escalation point for complex incidents, recurring problems and engineering-level change. You will own advanced investigation through to resolution, drive Root Cause Analysis and Problem Management, and work with vendors and internal teams to deliver permanent fixes, reduce repeat demand and improve service resilience. You will maintain clear technical documentation and provide knowledge transfer to enable resolution at the lowest appropriate support tier.
Responsibilities:
- Own complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions
- Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact
- Provide clear and timely customer updates throughout complex incidents, Problems and engineering activity
- Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds
- Validate escalations, provide technical guidance, and return those that do not meet agreed escalation standards
- Deliver permanent remediation t...
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