3rd Line Engineer

Impact IT is a company that serves as a trusted IT partner to regulated businesses and charities. 

They specialise in implementing a wide range of technology solutions, including hardware, software, data security, and cutting-edge connectivity and communication solutions. With a wealth of experience, they take care of everything, from sourcing and purchasing tech requirements to seamless installations, ensuring clients can focus on their core operations without lifting a finger.

We’re looking for a 3rd Line Engineer!

We need someone who thrives on solving technical challenges and providing outstanding support. You’ll play a crucial role in managing escalations and supporting our junior engineers while contributing to successful project delivery.

Here’s what you’ll be doing:
💻 Provision 3rd Line support services and assist with ticket escalations
🤝 Provide guidance and coaching to junior engineers
🎯 Work to meet and exceed KPIs and improve systems
🚀 Participate in projects to ensure successful delivery
🔍 Continuously seek ways to improve yourself and our processes

This is a full-time remote position, working 9am to 6pm UK time (Mon to Fri), with occasional out-of-hours or weekend work as needed.

Must-have requirements:
✅ 3rd Line experience for 5+ years

✅ Experience working within an Managed IT Service Provider for 3+ years
✅ Advanced networking, servers, VM, Hyper-V, and VPN expertise
✅ Proficiency in Microsoft, Apple, Google, and Linux foundational stacks
✅ Service delivery and management methodologies knowledge
✅ Strong communication skills (written and oral)
✅ Highly organised with a strong attention to detail
✅ Strong client relationship management skills
✅ Ability to "think outside the box" and step in when necessary

Brownie points:

⭐ Familiarity with tools like ConnectWise PSA, NinjaRMM, and Barracuda
⭐ Experience with ordering hardware and delivering projects autonomously
⭐ Knowledge of Microsoft Intune/MDM and DLP solutions like Purview

⭐ Interest in / experience with using AI / LLM’s within IT support for efficiency and improvements to service
⭐ A passion for personal development in technical and professional skills

The ideal candidate will be task-focused, highly organised, and a great communicator. 

The ideal candidate will be task-focused, highly organised, and a great communicator. You’re a team player with high integrity who follows processes, thinks independently, and enjoys solving problems. If you’re passionate about personal growth and ready to make sacrifices for the greater good, this role is for you!

What’s in it for you?

💰 $2500 per month*

🌍 Full-time, fully remote role

🏖️ 30 days of paid holiday (including bank holidays), with holiday utilisation reflected in annual day rate increases

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

So you’re 100% clear here’s the details and KPIs that you’ll work to once you join us

My Key Roles & Responsibilities in this position are:

Provision of 3 rd Line support services, and assistance as required on escalation of tickets from junior engineers, and on projects, to ensure the successful delivery of services. Providing assistance and coaching to team members as needed. Working to meet and exceed on set KPIs and looking for ways to improve themselves and systems

Key Performance Indicators are:

a. All services delivered on time (SLA)

b. All tickets dealt with at L3 and if needed L2 and L1. No escalation above this point.

c. Customer satisfaction 100% avg every quarter

d. Growth of the knowledge base

e. Time recorded with full narratives for each worked day and tickets actioned

I will meet the following standards while working in this position:

1. Demonstrate passion to continually develop

3. Act with integrity in all you do

3. Think creatively, outside of the box

4. Work well as a part of a team

5. Treat yourself with respect and those around you

I already have or will quickly develop the following knowledge, skills and abilities needed for this position

1. Service delivery and management methodologies

2. Organisation and time management methodologies

3. Advanced Networking, Server, VM, Hyper V and VPNs and foundational stack (Microsoft, Apple, Google, Linux)

4. Client relationship management

5. Strong understanding of helpdesk delivery processes, Connectwise and utilised internal tool sets for delivery

I will achieve the following results in this position:

1. The efficient execution of all delivery task assigned

2. Taking responsibility and a pro-active approach towards seeking out new projects

3. Taking all reasonable steps to ensure 100% client retention

4. Improved SLA performance

5. Enhanced services and capabilities.

6. Strong adherence to process

7. Advanced problem solving skills

8. High levels of communication skills to be able to convey complex issues

The JobRack team is working with Impact IT to help them find their new team member. 

The hiring process for this position will include the following steps:

1. Completing the application form on JobRack.
2. Recording a short video introduction of yourself.
3. Short interview with a technical recruiter
4. If shortlisted, completing test tasks.
5. Attending video interviews with the hiring company where you will have the opportunity to talk more about your previous experience and the new role

The JobRack team has gained a full understanding of the Employer’s needs and will review, filter, screen and test candidates in line with this.

To ensure your application is considered, take the time to carefully read the job description and submit a high-quality application.

We will, of course, provide you with feedback throughout the process.

At the request of Impact IT, applications for this position must be submitted through JobRack and direct contact with the employer is not allowed.

Please note that this position requires 100% commitment and is not suitable for those seeking a side job, freelance work, or part-time employment. It is important to only apply if you intend this to be your primary and only full-time job. Any attempts to work multiple full-time jobs without the knowledge of your employer may result in termination and a ban from applying to other jobs on the JobRack site.