3rd Line Senior Engineer

Job type: Full-time
Salary: £29,000.00-£32,000.00 per year DOE

As we expand our capabilities and portfolio to our customer base we are seeking a 3rd Line Senior Engineer to join our IT services team. The role will be providing a high level of technical support to customers in an efficient and accurate manner by diagnosing and solving complex faults and issues which have been escalated from 2nd line support. The successful candidate will also act as a technical mentor assisting in improving the technical knowledge of the IT support team and the day-to-day running of the Service Desk by working closely with the Service Desk Manager.


Active escalation point for all 1st and 2nd line engineers

Escalation point for P1 related incidents

Hands-on support to users, as well as back-end troubleshooting of Microsoft 365, servers and networks. Front-end support includes PCs, laptops, VOIP telephone and various applications

Contribute to the maintenance and documentation of the infrastructure estates supported, such as site documentation and knowledge base article creation

Manage and promote further use of the existing remote monitoring and management tool

Define and promote day-to-day tasks for the service desk to perform to improve customer service

Assist and work with the Service Desk Manager to improve all aspects of the Service Desk delivery

Where required and capacity allows undertake and\or assist with project delivery to our customer base

Where required site visits may be required.

Skills required:

5 years previous IT Service Desk experience required

Working knowledge of supported Windows Server Operating systems

Experience in and good working knowledge of Active Directory and Server Roles

Knowledge of Cloud Based technologies such as Microsoft 365, Azure and Server Hosting (IAAS)

Knowledge of Virtualisation Technologies – Hyper-V, VMWare, Citrix is desirable

Knowledge of other Microsoft products such as SQL and SharePoint

Completed or working towards a level of Microsoft 365 accreditation would be desirable

Good experience of managing and administering accounts on Exchange, Active Directory and IP telephones

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Willing to adapt and learn new skills

Ability to work on own initiative

Must have a full UK driving licence.

How to apply:

Please send a CV and covering email to m.newton@grapevine.uk.com

Work with us

We pride ourselves on offering the very best level of service to our clients. We are always looking for like minded people to grow our team. If you think you’d be a good fit with us, please send your CV. We'd be happy to hear from you!

We're an active and expanding business and so often have a range of vacancies in various positions within the organisation. Please check back regularly for new and updated career opportunities with Grapevine.