IT Support Technician (3rd Line)


A fast growing managed IT service provider in Stoke on Trent is seeking a full-time 3rd Line IT Support Technician to work with the various support teams to deal with escalated technical issues, as well as taking overall responsibility for IT and Cyber security, back up recovery and cyber cloud computing.


The role offers excellent training and career progression opportunities, a competitive salary up to £36,000 per year, on-site parking and gym membership.


As the 3rd Line IT Support Technician, your responsibilities will include:


  • Responding to support tickets accordingly and providing remote technical support to unresolved issues from 1st and 2nd line support.
  • Identifying technical issues and progressing them through to resolution or further escalation.
  • Updating the ticketing system, ensuring support has been logged along with all notes, progress and required actions.
  • Working with the IT Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
  • Improving company systems, procedures and knowledge.
  • Providing follow up assistance to clients on site when necessary.


The 3rd Line IT Support Technician will have the following skills and experience:


  • Excellent verbal and written communication skills with a strong customer-focus.
  • Strong working knowledge of Networking, Windows OS, Microsoft (Outlook, Exchange, Office 365), Active Directory, Servers, Cloud based applications, Firewalls and connectivity solutions is essential.
  • Microsoft certified professional or similar IT qualification is desirable.
  • Previous experience working in a 2nd or 3rd line support within a MSP environment would be a distinct advantage.
  • Full UK driving licence as travel to client sites may be required.


You will be working 37.5 hours per week, Monday to Friday, from the Stoke office.


Appointment is subject to satisfactory references and right to work checks.


If you would like to apply for this 3rd Line IT Support Technician position, send us your CV!

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