3rd Line Support Engineer

(Ideal for experienced 2nd Line Engineers ready to step up)

📍 Hybrid Working (1 day a week on client site in Birmingham)

Ready to take the next step in your IT career?

If you’re a strong 2nd Line Engineer who’s hungry to move into 3rd Line support and project work, this is an opportunity to develop deeper technical expertise while being supported by an experienced infrastructure team.

Reporting directly to the Infrastructure Manager, you’ll play a key role in providing advanced support, solving complex technical issues, and contributing to projects that genuinely make a difference to our clients. We’ll support your growth into a rounded 3rd Line Engineer while giving you the exposure and trust to operate at the next level.

What you’ll be doing

• Handling 3rd Line incidents and escalations, owning issues through to resolution and communicating clearly with clients
• Taking ownership of tickets at any stage, identifying root cause, and sharing knowledge with the wider team
• Supporting infrastructure and cloud projects, working alongside internal teams and external vendors
• Using your technical insight to contribute to process improvements, trend analysis, and better ticket flow
• Representing Sharp professionally at all times, helping to drive client satisfaction, retention, and growth

What we’re looking for

This role is ideal if you’re already a confident 2nd Line Engineer and starting to operate at a more advanced level.

You’ll bring:

• A friendly, professional, and customer‑focused approach
• Strong troubleshooting skills with a structured, logical mindset
• Confidence explaining technical concepts to non‑technical users
• Experience working within ITIL environments
• A genuine drive to develop your technical skills and progress into 3rd Line

Technical experience in:

• Microsoft Server & Desktop Operating Systems
• Microsoft Cloud technologies (M365 & Azure)
• Backup solutions, Anti‑Virus & Endpoint Security
• Email filtering (e.g. Mimecast) and security access control
• Supporting projects and collaborating with vendors

Additional requirements:

• 5+ years’ experience in IT support or infrastructure environments
• Current or working towards certifications (CompTIA, Cisco, VMware, Microsoft)
• A clear progression pathway into 3rd Line and advanced infrastructure work
• Hybrid working to support work‑life balance
• Strong focus on learning, mentoring, and career development
• Supportive team culture where knowledge sharing is encouraged
• The opportunity to work on meaningful technical challenges and projects

If you’re ready to move beyond pure 2nd Line support and want a role that will genuinely help you grow into a 3rd Line Engineer, we’d love to hear from you.

📩 Apply now and take the next step in your IT career with Sharp.