3Rd Line It Support

* Are you a 3rd Line IT support person who needs a fresh challenge and wants more from their career?
* Do you want to work for a company that values your contribution and allows you to grow?
* Can you see yourself ultimately leading our growing support team in the future?
If the answer to these questions is ‘yes’, we might just have the job you’ve been after.
Express IT is a growing company that has been improving the MSP space for its clients since 2011 and has a strong track record of providing secure, fast, and reliable IT solutions to businesses of all sizes and sectors.
Covering the North West and due to growth, they are looking for an experienced 3rd Line IT/Infrastructure Engineer to join the team and help provide the exceptional continuity of support that their customers have come to expect as standard.
As you might expect from a small business, the role is broad-ranging, covering basic to advanced technical support, through to complex troubleshooting and everything in between.
Whilst the main focus of this job is to support, maintain and deliver IT solutions to Express IT clients, it is also a dynamic role that requires flexibility and the ability to adapt to a range of tasks and responsibilities. Therefore, as a seasoned 3rd Line IT/Infrastructure Engineer with experience within a Managed Service Provider (MSP) environment, you will play a critical role in supporting and advancing Express IT clients' technology infrastructure.
With that in mind, this position needs a good blend of technical expertise, project management skills, and a customer-centric attitude to uphold the high standards of service that Express IT is known for.
Head Office is based in Wigan, with clients are dotted across the North West.
Main duties include:
* Responding to and resolving customer issues through a ticketing system and via phone and email
* Providing support and knowledge transfer to Service Desk Engineers
* Handling complex customer issues
* Monitoring and troubleshooting complex alerts to prevent downtime
* Configuring and troubleshooting switches, firewalls, and routers, including; Cisco, Watchguard and Dell products.
* Advanced troubleshooting of Windows Servers and endpoints, including Windows 10 and Windows 11
* Microsoft 365 administration, including Intune, MDM & Conditional Access
* Working with Hyper-v and advanced TCP/IP, LAN, WAN, and VPN troubleshooting
* Building trust through service, with customers
* Providing on-site support as needed, including delivering hardware and basic setup tasks.
What we are looking for:
* Experience in a 3rd Line IT/Infrastructure Support function
* Ideally experience within an MSP (Managed Service Provider) environment
* Proficient in Windows Server management, virtualization technologies (Hyper-V, VMware), and Microsoft 365 administration
* Experience in networking and infrastructure management (CCNA desirable), including WAN/LAN, VLANs, routing, and firewalls
* Good phone manner and confident in your knowledge
* Ability to plan and pay attention to the detail
* Flexible approach to the needs of the customer
* Willingness to travel to client sites as needed
* A valid UK driving license
What we can offer in return:
* £30-40k starting salary (dependent on experience and negotiable)
* Paid overtime
* Expenses
* 25 days holiday + bank holidays
* Birthday off
* Hybrid working - Remote and from our offices in Leigh/Wigan
* An ESG positive and team-oriented company culture that values the contributions of its employees
* A structured growth plan for career progression
* The opportunity to work with a company that values strong customer relationships and is dedicated to delivering excellent customer service
* Ongoing training to support employee well-being and development.
If you're passionate about using your technical expertise to solve complex problems, thrive in a dynamic team environment, and are eager to drive innovation, we want to hear from you!
Join us at Express IT, where your contributions will not only be valued but will also help shape the future of IT solutions for businesses of all sizes.
Don't miss this opportunity to be part of a team that values growth, innovation, and a positive work culture. We're excited to review your application and potentially welcome you to the Express IT family.
Give our recruitment partner, Sharon Seville a call today for an initial informal discussion about the role and what we can do for you on: 0161 3593111 or email your CV using the link.