Job Description

Job Title: 3rd Line Support Engineer

Location:

Banbury, Oxfordshire

Department:

IT / Technical Support

Reports To:

Helpdesk Manager/Head of Client Services

Salary:

35,000-45,000

Job Type:

Full-Time / Permanent

About the Role:

Due to the growth of Blue Planet IT over the last 12 years, an exciting position has become available. We are seeking a highly skilled and experienced

3rd Line Support Engineer

to join our dynamic IT team. This role is critical in providing advanced technical support, resolving complex issues escalated from 1st and 2nd line teams, and contributing to the continuous improvement of our IT infrastructure and services.

Key Responsibilities:

Provide expert-level support as the final point of escalation for unresolved technical issues, ensuring the timely resolution of complex problems to minimise downtime.

Provide professional and high-level customer service with the ability to explain complex technical issues or solutions to non-technical customers.

Perform in-depth diagnostics and root cause analysis for hardware, software, and network issues, utilising advanced tools and methodologies.

Manage, configure, and ensure optimal performance of core infrastructure systems, including servers, storage, virtualization platforms (e.g., VMware, Hyper-V), and cloud solutions.

Collaborate with cross-functional project teams to design, implement, and migrate new technologies, as well as to upgrade legacy systems for enhanced efficiency and security.

Continuously monitor system performance through advanced monitoring tools, proactively identifying and addressing potential issues to maintain high availability and reliability.

Produce, update, and maintain comprehensive technical documentation, knowledge base articles, and standard operating procedures (SOPs) to ensure consistency and knowledge transfer across teams.

Provide mentorship, training, and technical guidance to junior support staff, fostering professional growth and promoting best practices within the team.

Ability to research and keep up to date with current and emerging technologies.

Essential Skills & Experience:

Proven experience in a 3rd line support or Senior IT support role.

Advanced knowledge of Windows Server and Desktop Operating Systems, Active Directory, Group Policy, Certificates, DNS and DHCP.

Extensive Experience with Microsoft Office 365 (e.g., Administration, Licensing, Entra ID, MFA, Defender, Conditional Access, Intune, Compliance, Auditing)

Experience with Microsoft Azure (e.g., Azure Virtual Machines, Azure Virtual Desktop, Azure Management, Azure Networking)

Experience with virtualization technologies (e.g., VMware, Hyper-V, Azure Virtual Desktop, Remote Desktop Services).

High levels of proficiency in networking architecture and technologies (TCP/IP, Routers, VPNs, VLANs, Routing, Wi-Fi and Switching).

High levels of proficiency in Security technologies (e.g., Firewalls, Anti-Virus and Encryption, Mobile Device Management)

Extensive experience managing Firewalls and network security solutions.

Scripting skills (e.g., PowerShell) for automation and task efficiency.

Knowledge of Cyber Security principles (Web Filtering, Intrusion Prevention, Threat Management, Data Loss Prevention).

Demonstratable advanced troubleshooting and analytical skills.

Strong communication and documentation abilities.

Desirable Qualifications:

Microsoft certifications (e.g., Office 365/Azure Administrator, Windows Server).

Network certifications (e.g., Cisco, WatchGuard, CompTIA)

Security certifications (e.g., Sophos, CompTIA, Cyber Essentials)

ITIL Foundation certification.

Experience with Linux systems.

Knowledge of backup and disaster recovery solutions.

Familiarity with monitoring tools

Requirements:

Excellent telephone manner and client facing experience.

Punctual and excellent time keeping.

Able to prioritise and multitask and demonstrate effective time management.

Candidates must be able to drive and have a working vehicle at all times.

Candidates must have a minimum of 5 years' experience of working in IT at a 2nd or 3rd Line level with demonstratable experience and knowledge.

Qualifications in Microsoft Azure, Office, Server or Desktop ideal, but not essential.

Role

The role is based in Middleton Cheney (near Banbury), Oxfordshire.

The role is 5 days per week, 9am - 5pm.

The role will may require occasional visits to customer locations for the provision of IT Support when required.

Predominant travel being around Oxfordshire, Northamptonshire and Warwickshire but with the potential for UK-wide travel to meet business requirements.

What We Offer:

Competitive salary and benefits package.

Opportunities for professional development and certification.

Flexible working arrangements.

A collaborative and supportive team environment.

Company Events and Training Days (Onsite and Offsite)

Company provided Drinks and Snacks

Salary

To be determined based on experience and relevant qualification.

Apply

Should you wish to apply for this role, please send your CV to: careers@blueplanet-it.co.uk - Any successful applicant will be subject to a DBS check.

Job Types: Full-time, Permanent

Pay: 35,000.00-45,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company events Company pension Discounted or free food Free parking On-site parking Referral programme Sick pay
Schedule:

Day shift Holidays Monday to Friday No weekends
Ability to commute/relocate:

Banbury OX17: reliably commute or plan to relocate before starting work (required)
Experience:

IT Support 2nd/3rd Line: 5 years (required)
Work Location: In person