3rd Line IT Support

3rd Line IT Support
4th September 2017
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+44(0)20 7208 2828
3rd Line IT Support:

The role of a 3rd line IT engineer is to act as a technical lead in the support and provision of solid IT services, by doing so, improving reliability, availability, security and performance across the IT infrastructure and application landscape. A strong and broad ranging technical background is essential as this is a hands-on role with the requirement to support and deliver technical solutions throughout all stages of the ITIL service lifecycle.

As a senior technical escalation point for all IT support topics, excellent customer service and problem solving skills are vital in this role, with an ability to work at all levels of the support spectrum.

The role requires the ability to deliver on both operational and project tasks, against deadlines and to Service Level Agreements. Flexibility is essential in terms of out of hours maintenance, changes and support, on a rota basis.

Project management and business analyst experience is necessary, with a focus on innovation and delivering the highest levels of quality. The job holder is a key quality gatekeeper, ensuring that all support, changes and projects adhere to defined processes, architectural principles and industry best practice .

In addition to being a senior technical escalation point, the role also requires the ability to support, develop and lead colleagues in a technical capacity. The job holder must also be able to work with 3rd parties, suppliers & customers, as solutions may require external input and co-ordination.

Knowledge, skills and experience required:


A minimum of 5 years' experience in a senior operational support role (3rd line or equivalent) within a medium to large sized enterprise, including support of the following:

- Support and optimization of in-house and bespoke applications
- Client and server Operating Systems
- Enterprise infrastructure, networking, storage and compute
- Database infrastructure and administration
- Security, encryption and Data Loss Prevention
- Vulnerability and malware threat prevention
- Infrastructure and application capacity, performance and availability monitoring
- Clustering and High Availability
- Backups and Disaster Recovery
- Server and desktop virtualization
- Email, telephony and Unified Communications
- Enterprise video content delivery
- Datacentre infrastructure
- Strong experience working to ITIL practices
- Proven Continual Service Improvement experience

- A good understanding of the Software Development Lifecycle
- Project lead and delivery experience working to a recognised methodology {i.e. PRINCE2, Agile)
- Experience of scripting, orchestration and automation techniques
- Excellent call management experience


- Motorsport, OEM automotive or engineering background
- High-level technical computing languages
- Testbed and simulation platforms
- High Performance Computing
- Product Lifecycle Management (PLM)
- Enterprise Resource Planning (ERP)
- Computer-aided technologies (CAx) Qualifications
- Degree or relevant qualifications in a technology or science subject.
- ITIL v3 foundation level

- Microsoft Certified Solutions Expert (MCSE)
- Cisco Certified Internetwork Expert (CCIE)
- VMware Certified Advanced Professional (VCAP)
- NetApp Certified Data Administrator
- PLM / CAX / ERP application certification - support/administration level
- Project management methodology certification -foundation level

Personal Competencies


- Passionate about technology and motor racing
- Personal integrity, open, honest and reliable
- Ability to work in high pressure environments, to tight deadlines
- High attention to detail with uncompromising quality standards
- Team worker, self-motivated, self-disciplined, able to work on own initiative
- Keen to support colleagues, train, document and lead by example
- Flexible 'Can Do' attitude, maintaining a positive attitude to unforeseen problems
- Analytical approach to problem solving
- Takes ownership, sees tasks and challenges through to a successful conclusion
- Innovative with the drive to provide continuous service improvement
- Excellent communication skills, at all levels, both verbal and written
- Understanding of and the ability to work with all levels within a fast paced environment

Notwithstanding any guidelines given to years of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally: Please see our website for our full diversity statement.
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