3rd Line Support Engineer

3rd Line Support Engineer Job Description Template

Our company is looking for a 3rd Line Support Engineer to join our team.


  • Working knowledge of cloud-based solutions and infrastructure as a service such as Azure and AWS;
  • Experience of Server Virtualisation (Hyper-V / VMware) management setup and monitoring;
  • Excellent knowledge of San infrastructure SAN setup, maintenance and configuration;
  • Assisting and supporting 1st & 2nd Line Engineers;
  • Monitoring and maintaining computer / Telephone systems and networks;
  • Supporting with the implementation of internal and external projects;
  • Taking part in the on call rota, approximately 1 in 6-8 weekends;
  • Travelling to customer sites to support with installations (once a week at most);
  • Utilise the ticket logging system with accurate ticket logging and technical troubleshooting steps;
  • Support internal Focus staff with IT issues (100 users);
  • Participate in infrastructure installation, hardware refresh and other projects when required;
  • Auditing systems and networks to identify future opportunities;
  • Proactive Technical account management for large corporate clients, providing a single point of contact for customers to escalate issues;
  • Ensuring that all case related documentation is clear, concise and updated in the Helpdesk/CRM systems;
  • Consulting and solution providing.


  • SQL – Not so important, but great if you have experience;
  • Microsoft Server;
  • Experience of mentoring and acting as an escalation point for 2nd Line Engineers;
  • Experience of using PSA systems – preferable;
  • Active Directory;
  • Flexible and adaptable;
  • Unix & Shell scripting desirable;
  • Microsoft Exchange on-premise experience;
  • Responsible for all aspects of the IT infrastructure;
  • Leadership and mentoring ability;
  • Experience with VLANs, Hyper V, VM Ware and other virtual technologies;
  • Capable of working on his/her own initiative;
  • Experience in networking (firewalls, routers, switches, VPN, wireless);
  • Demonstrable experience with Juniper EX/SRX/MX and Cisco chassis;
  • Self-motivated with the ability to work in a fast-moving environment and willingness to go the extra mile to get the job done.