3rd Line IT Infrastructure Engineer

Location Plymouth
Discipline: IT and Technical
Job type: Permanent: Full Time
Salary: up to £35,000 DOE
Contact name: Camille Ayela-Beardmore

Contact email: careers@sarahwest.co.uk
Job ref: VR/4
Published: 11 months ago

I'm looking for a 3rd Line Engineer for a dynamic and busy team working in Plymouth.

The Role

No two days are the same in this company - the role is varied and fast-paced and you'll be working with a huge number of different departments internally as well as loads of different clients.

You'll naturally be the point of escalation from 1st and 2nd Line Engineers- ready to take over and lend your expertise whenever necessary. You'll be someone with natural people skills as well as a desire to encourage your peers to grow and develop their skills. This is a company that focuses on teamwork!

In addition to being a point of escalation, you’ll provide mission critical support to customer infrastructure and be responsible as a technical lead in relation to any episodes of incident management.

As well as working with the more Junior Engineers, you’ll liaise with the Field Engineers as well, providing them with valuable backup should they encounter any issues whilst out on site.

You’ll work closely with the Project Manager and the Sales & Marketing Team as a technical lead on a number of complex projects, recommending long term solutions to client problems. When this is done, you’ll oversee the installation, implementation, and deployment of those recommendations, helping to lead a project through from initial idea to completion.

In a nutshell you will be;

  • Providing 3rd Line technical assistance to a range of businesses of different sizes, across different industries.

  • Acting as a point of escalation for 1st Line and 2nd Line engineers, helping them with their understanding.

  • Acting a technical lead in response to any episodes of incident management.

  • Assisting ield engineers with your knowledge and experience.

  • Planning and attending regular site days at a variety of client sites.

  • Acting as technical lead, researching, and scoping complex projects and then putting them into play.

You’ll be working with or on the following;

  • Microsoft Azure, server environments and desktop environments

  • Microsoft 365, SharePoint & Intune

  • PowerShell scripting

  • Virtualisation technologies such as HyperV and VMware

  • Network troubleshooting and diagnostics - DNS, DHCP, VPN, NAT, Routers, Switches etc.

Who you are

You’re someone who is up for a challenge, that wants to help a growing SME become a regional powerhouse, and progress in their own career at the same time.

So, with that in mind, you’ll be someone that has a solid understanding across the board in IT and years of experience to match. You’ll be passionate about learning and keen to push yourself further. You’ll be friendly and approachable, happy to help colleagues at all levels and lead where necessary. You’ll reach down the ladder and pull your 1st and 2nd Line colleagues up whilst actively supporting those around you at 3rd Line.

Whilst a techie at heart, you’ll be understanding to the real-world applications of IT and be able to translate 'Tech Talk' into language non technical people will understand.

You must have;

  • A full driving licence (access to a vehicle is not required, but beneficial)

  • A minimum of five years of working on a support desk or in an IT role

  • Industry certifications from recognised vendors E.g. Microsoft, Cisco, VMware

  • Experience of leading teams of technical engineers (ideally)


  • Flexible working arrangements (Three days office based / Two days remote)

  • Fully funded training and industry recognised certifications

  • 25 days of annual leave plus Bank Holidays rising one day per year after five years of service

  • One day per year fully paid to volunteer and ‘giveback’ to a charity or local cause of your choice

  • Paid overtime opportunities

  • Regular company events