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3rd Line IT Support Engineer at Recruitment Robin Ltd. Location Information: UK. An MSP based in Stoke-on-Trent is looking for an experienced 3rd Line IT Support Technician to manage complex support tickets escalated from 1st and 2nd line engineers, perform advanced troubleshooting, and resolve a wide range of technical issues across client environments.. . This role is ideal for a proactive problem-solver with deep technical expertise in IT infrastructure, who thrives in a fast-paced MSP environment and is dedicated to delivering exceptional customer service.. . As the 3rd Line IT Support Technician your key responsibilities will be:. . . Handle complex incident and problem tickets escalated from 1st and 2nd line engineers. . . Provide advanced troubleshooting and root cause analysis for hardware, software, server, and network related issues. . . Act as a senior point of contact within the service desk, offering mentoring and technical guidance to junior engineers and apprentices. . . Maintain clear and detailed technical documentation and contribute to the knowledge base. . . Liaise with clients to provide updates and explanations regarding ticket resolution progress. . . Champion service desk efficiencies and support process improvements. . . Ensure all work adheres to internal SLAs and complies with industry best practices. . . Support the team in meeting service desk KPIs by helping maintain manageable ticket volumes and ensuring timely resolution of issues.. . . The 3rd Line IT Support Technician will be able to demonstrate the following skills and attributes:. . . Proven experience in a senior or 3rd line IT support role, with at least 5 years in technical support and 2+ years at a senior level, ideally within a Managed Service Provider (MSP) environment.. . Advanced knowledge of Microsoft Windows Server platforms and domain infrastructure including Active Directory, Group Policy, DNS, and DHCP.. . Strong hands-on experience with Microsoft 365 services, including Exchange Online, SharePoint, and Azure AD (Entra ID), with exposure to Conditional Access, Intune, and Defender for Endpoint.. . Proficient in managing virtualization technologies such as VMware ESXi and Microsoft Hyper-V.. . Confident in configuring and maintaining firewalls, with a strong understanding of network security best practices and cybersecurity principles.. . Skilled in implementing and managing backup solutions and disaster recovery plans.. . Excellent analytical, diagnostic, and problem-solving skills, with the ability to manage escalations independently and work with minimal supervision.. . Familiarity with ITSM frameworks, ideally with ITIL Foundation certification or working knowledge of service management best practices.. . Experience with networking and hardware vendors such as Ubiquiti Unifi, Watchguard, SonicWall, Draytek, Ruckus, TP-Link, and Synology.. . Bachelors degree in Computer Science, Information Technology, or a related discipline (preferred but not essential).. . . Your work will mainly be remote and ticket-based, occasional on-site visits may be required to meet specific client needs.. . Appointment will be subject to right to work checks and satisfactory references.. . If this sounds like the 3rd Line IT Support Technician position for you, click apply now and send us your CV!