Job Description Template

3rd Line Support Engineer 

Job Purpose 

As the third line escalation point for all IT support queries you will work with the various support teams and over 200 users, adopting overall responsibility for IT and Cyber security, back up recovery and cyber cloud computing.

Responsibilities & Duties 

  • Respond to either support team or end user software or hardware queries via email, phone or face to face.
  • After identifying the issue, you will talk the support team member or end user through the required steps to resolution or escalate to third line support as and when necessary.
  • Work with the IT Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
  • Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
  • Maintain a strong customer focus at all times.

Skills / Experience / Qualifications 

  • Educational Requirements – GCSE/A Levels/Degree (as per company minimum requirements – usually requires a technical focused HND/Degree)
  • Prior experience within a second or third-line technical product or service focused support role.
  • Ability to problem solve within a technical environment.
  • Strong communication skills.
  • Strong customer service approach and team player.
  • Strong work ethic and ability to work in dynamic work environment.

Salary Range: 

Kent – £28K to £33K

London – £37K to £43K

Other Job Titles 

  • Technical Support Engineer
  • Technical Support Analyst

Should you require any support recruiting for the above role then please do not hesitate to contact John Adams on 07881 623119 or or via our Brief Us page.   

Your flexible talent partner…

Having first hand experience working internally, our DNA is all about developing close partnerships with our clients and providing a tailored service that meets the ongoing needs of the business.

Technology & Marketing Talent – We are confident we have you covered for all your technology and marketing talent requirements. Even for those difficult to find skills, our persistence means we will keep searching until we find the talent you require.


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