Your new company

My client, a fast-growing technology company, is looking for a skilled 3rd Line IT Engineer to join their team.

Your new role

The 3rd Line Engineer will be responsible for providing expert-level technical support for complex telecommunications issues, performing advanced diagnostics, and collaborating with other support teams to ensure the highest levels of service reliability and performance. This role requires deep technical knowledge, strong problem-solving skills, and the ability to lead critical projects.

• Provide 3rd line support for telecommunications systems, including VoIP, SIP, PSTN, and mobile networks.
• Resolve complex technical issues escalated from 1st and 2nd Line Support teams.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Perform advanced configuration, maintenance, and monitoring of telecom equipment and systems.
• Plan and implement system upgrades, patches, and improvements to ensure optimal performance.
• Lead and participate in telecommunications projects, including system upgrades, migrations, and new implementations.
• Collaborate with other IT teams and external vendors to ensure project success.
• Manage and document the lifecycle of critical incidents from initial report to resolution, including post-incident reviews.
• Develop and maintain incident response procedures and protocols.
• Provide expert advice and support to customers and internal teams on telecommunications matters, including training.
• Ensure timely and effective communication with stakeholders regarding issue status and resolution timelines.
• Create and maintain detailed technical documentation, including network diagrams, configuration guides, and operational procedures.
• Develop and deliver training materials and sessions for 1st and 2nd Line Support teams.
• Identify and implement improvements to telecommunications processes and practices.
• Stay updated with the latest industry trends, technologies, and best practices.

What you'll need to succeed

• Bachelor's degree in Telecommunications, Computer Science, Information Technology, or related field, or equivalent experience.
• Minimum of 5 years of experience in a telecommunications support role, with at least 2 years in a 3rd line or similar expert-level position.
• Proficiency in telecom network infrastructure, including routers, switches, firewalls, and other telecom equipment.
• In-depth knowledge of telecommunications protocols and systems such as VoIP, SIP, PSTN, and mobile networks.
• Experience with telecom monitoring and diagnostic tools.
• Familiarity with telecom regulatory and compliance requirements.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and lead projects.
• Detail-oriented with strong organizational skills

What you'll get in return

• Opportunities to progress and grow your career.
• 23 days holiday plus bank holidays, rising to 28 days after 5 years.
• Stakeholder pension scheme & death in service benefit.
• Company perks reward platform offering discounts and great deals.
• Healthcare cash plan covering everyday expenses such as opticians, dentist etc.
• Cycle to work scheme.
• Volunteer Days.
• Referral bonuses if you nominate a friend or a new customer.
• Employee Assistance Programme – free advice on relationships, mental health and financial planning and more.
• Enhanced Maternity and Paternity scheme.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.