Senior IT Support Engineer (3rd line)

Job Description

Senior IT Support Engineer (3rd Line Support)

Northampton (Hybrid)

Monday Friday full time permanent

Up to 42000 DOE

We are seeking an experienced Senior IT Support Engineer with proven 3rd Line Support expertise to join our clients growing IT team. The successful candidate will be responsible for resolving complex technical issues maintaining and improving IT infrastructure supporting business-critical systems and leading IT projects from initial planning through to successful implementation and handover.

This role requires strong troubleshooting skills across desktop server network cloud and security technologies alongside in-depth knowledge of firewalls and network security. You will play a key role in delivering infrastructure projects mentoring junior engineers and driving continuous improvement across the IT estate.

Key Responsibilities:

• Provide 2nd and 3rd Line technical support for users across multiple sites.
• Investigate troubleshoot and resolve complex hardware software server network and infrastructure issues.
• Act as the primary technical escalation point for the Service Desk team.
• Administer and support Microsoft 365 services Azure AD/Entra ID Windows Server Active Directory DNS DHCP and Group Policy.
• Configure maintain and troubleshoot networking infrastructure including switches routers wireless solutions VPNs and enterprise firewalls.
• Take ownership of firewall administration including security policies NAT VPN configuration rule management firmware updates monitoring and troubleshooting.
• Ensure network security best practices are maintained through firewall optimisation vulnerability remediation and access control management.
• Lead and deliver IT infrastructure projects from initial scoping and planning through implementation testing documentation user handover and post-project support.
• Work with internal stakeholders to gather technical requirements produce implementation plans and ensure projects are delivered on time and within scope.
• Perform system upgrades patch management software deployments and infrastructure improvements.
• Monitor system performance and proactively identify opportunities to improve availability reliability and security.
• Maintain accurate technical documentation knowledge base articles network diagrams and operational procedures.
• Support backup disaster recovery and business continuity solutions.
• Liaise with third-party vendors and managed service providers where required.
• Ensure compliance with IT security policies industry best practices and regulatory requirements.
• Mentor and provide technical guidance to junior IT engineers and Service Desk analysts.

Required Skills & Experience:

• Proven experience in a Senior 2nd Line or 3rd Line IT Support role within an enterprise environment.
• Strong experience supporting Microsoft technologies including Microsoft 365 Windows Server Active Directory Azure/Entra ID Exchange Online DNS DHCP and Group Policy.
• In-depth knowledge and hands-on experience managing enterprise firewalls (such as Sophos Fortinet Cisco Palo Alto WatchGuard or SonicWall) including VPNs NAT security policies and threat protection.
• Strong networking knowledge covering TCP/IP VLANs routing switching wireless networking and network troubleshooting.
• Demonstrable experience delivering IT infrastructure projects from planning and design through implementation testing documentation and completion.
• Experience working with virtualisation platforms such as VMware or Hyper-V.
• Knowledge of backup disaster recovery cybersecurity tools and security best practices.
• Excellent troubleshooting analytical and problem-solving skills.
• Strong customer service communication and stakeholder management abilities.
• Ability to manage multiple priorities work independently and meet deadlines.
• Proactive organised and self-motivated with a continuous improvement mindset.
• Relevant IT qualifications or degree desirable.
• Microsoft certifications (Microsoft 365 Azure Windows Server) and networking or firewall certifications (Fortinet NSE Sophos Cisco CCNA etc.) are advantageous.