3rd Line Engineer, London, England, United Kingdom

3rd Line Engineer

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Job Description

Third Line Technician

Annual Salary: Up to £37,000, dependent on experience

Location: Hampshire

Job Type: Full-time - hybrid

Hours: 35 hours per week, Monday to Friday 09:00-17:00, plus on-call rota

We are seeking a Third Line IT Service Desk Technician to play a pivotal role in maintaining the seamless operation of our IT infrastructure by resolving complex technical issues escalated from first- and second-line support.

Day-to-day of the role:

Advanced Technical Support: Resolve complex hardware, software, and network issues escalated from lower-tier support. Conduct root cause analysis and implement long-term solutions. Manage high-impact incidents to ensure minimal business disruption.
Server & Application Support: Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments. Support applications written in Node.js and manage FreeSwitch systems. Apply over-the-air firmware updates and monitor system performance.
SIP, VoIP & Network Management: Maintain and troubleshoot SIP-based communication systems including VoIP and VoLTE. Configure SIP trunks and resolve call routing and quality issues. Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.
Knowledge Sharing & Documentation: Mentor junior technicians and contribute to internal training. Create and maintain detailed documentation and system diagrams.
Vendor & Supplier Liaison: Collaborate with third-party vendors to resolve technical issues. Assist in managing SLAs and ensuring service quality.

Required Skills & Qualifications:

Proven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.
Strong knowledge of Linux and Windows systems, and experience with FreeSwitch.
Experience with AWS infrastructure and cloud services.
Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.
Proficiency in Node.js application support and server diagnostics.
Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analyzers.
Excellent problem-solving and communication skills.
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Certifications such as Microsoft Certified: Azure Administrator, or equivalent.

Benefits:

161 hours holiday rising to 175 hours with length of service plus Bank Holidays.
Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
24/7 employee assistance programme with an accessible app.
Family and friends' discounts on our services & products.
Cycle to work incentive.
Pension Scheme, up to 4% Company matched.
Free on-site parking.

If you are interested in this position, please apply online or contact us for more information. Contact details: TPBN1_UKTJ.

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Location:: London, England, United Kingdom
Salary:: £100,000 - £125,000
Job Type:: FullTime
Category:: IT & Technology

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