3rd Line Engineer

Ekco

. Provide 3rd line technical support for escalated technical issues .

Posted 11/5/2026full-timeLondon • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical expertise in Microsoft Azure, Microsoft 365 solutions, and Windows Server, while effectively leading major incidents and providing technical coaching to team members. Proficient in troubleshooting complex IT issues and maintaining comprehensive technical documentation.

Highest-signal resume keywords

Microsoft AzureMicrosoft 365 SolutionsWindows ServerActive DirectoryPowerShell Scripting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft AzureMicrosoft 365Windows ServerActive DirectoryPowerShell ScriptingDHCPDNSNetworkingVirtualization TechnologiesVDI

Soft Skills

Technical CoachingProblem SolvingCollaboration

Tools & Technologies

IntuneSharePointExchangeDefenderCitrixHorizonVMwareHyper-VVPN ConfigurationsFirewalls

Certifications & Qualifications

ITIL

Industry Keywords

Technical SupportIncident ManagementService DeskKnowledge BaseClient Engagement

Tech Stack

Tools & technologies

AzureCitrixDNSFirewallsVMware

About the role

Key responsibilities & impact

Provide 3rd line technical support for escalated technical issues
Troubleshoot and resolve complex IT problems across a range of technologies
Perform diagnostics and root cause analysis for incidents and service requests
Provide technical coaching to colleagues and 1st/2nd Line Service Desk engineers
Maintain and update technical documentation, procedures, and knowledge base articles
Technically lead major service outages
Work alongside the Problem Manager on problem investigations and detailed analysis
Own tickets and major escalations
Support other teams and Client Engagement Managers with escalations and ticket resolution
Oversee major incidents and ensure they are handled in a timely and effective manner
Create documentation to support other resolving teams and facilitate knowledge transfer
Support customer environments to ensure they remain stable

Requirements

What you’ll need

Strong knowledge of Microsoft Azure
Strong knowledge of Microsoft 365 / Modern Workplace solutions, including Intune, SharePoint, Exchange, and Defender
Strong knowledge of Microsoft on-premise solutions, including Exchange and SharePoint
Strong knowledge of Windows Server
Advanced Active Directory knowledge, including ADFS, Group Policy, and domain management
Knowledge of DHCP, DNS, and NPS
Strong knowledge of Windows Desktop
Experience with hosted desktop VDI / session hosts, including Azure Virtual Desktop, Microsoft RDS, Citrix, or Horizon
Experience with virtualization technologies, including VMware or Hyper-V
Experience with VLANs and VPN configurations
Experience with PowerShell scripting
Knowledge of networking, including firewalls, switches, and access points
Knowledge of ITIL
Ability to participate in on-call rotations and provide after-hours support as required

Benefits

Comp & perks

25 days annual leave + public holidays
One extra day off for birthday leave
Company Pension Scheme
Employee Assistance Programme (EAP) for wellbeing support
EkcOlympics global team activity challenges
Unlimited access to Pluralsight for continuous development
Real opportunities to grow, including international progression
Flexible, family-friendly working
Diversity, equality, inclusion & belonging culture
Internal mobility and career progression opportunities