3rd Line Support Engineer

Location Leeds
Date Posted September 9, 2021
Category All
Job Type Full-Time


Job Title: 3rd Line Service Desk Engineer

Location: Leeds, West Yorkshire

Salary: £35,000 - £40,000 per annum (DOE)+ Excellent benefits

Job type: Permanent, Full time

Rabb-IT Ltd are on an exciting journey to become the go to IT Businesses in Yorkshire. Already a well-respected MSP with an array of clients within the Yorkshire region they are now looking for an experienced 3rd Line Engineer to join the team. Based in the rural area of Calverley, Leeds where monthly lunches are bought, to acknowledge and appreciate their dedicated staff.

About the role:


Your role will be pivotal in delivering friendly and professional service to Clients. You'll be responsible for supporting the networks of our existing clients, supporting their on-premises infrastructure, as well as supporting the team with 3rd line escalations of more high level and critical support issues.

You will provide technical support both onsite and remotely; handling incidents escalated from the service desk. You will create great experiences for clients, while building and maintaining long-lasting client relationships built on trust. You will also manage expectations; problem solve and deliver the most important KPI; happy clients!

Key Responsibilities:

  • Supporting the typical technologies such as;
    • IT networks
      • VLANS
      • Layer 2 & 3
    • Firewalls (Sonicwall, Draytek and UniFi)
    • Physical and Virtual Servers
      • Hyper-V
      • VM Ware
      • SAN Infrastructure
    • Cloud based technologies such as M365 & Azure
      • Intune, Azure AD & other Modern Workplace items
    • Veeam
  • Provide expert 3rd line support to our Service Desk team by dealing with escalated incidents
  • Proactive monitoring and management of client networks
    • Manage, maintain, and develop RMM and Network Monitoring Platforms
      • PRTG
      • ConnectWise Automate
    • Management & development of Rabb-IT Service desk system & KPI Reporting
    • Management & development of Rabb-IT Infrastructure
    • Management & development Customer Backups & Frameworks / Monitoring
    • To produce and maintain full client documentation, ensuring all changes and amendments are accurately recorded
    • Have a clear understanding/appreciation of SLA's and utilising those for better ticket/time management, contribute to the improvement of service levels and performance

About you:

Essential Technical Skills:

  • Windows Server - Active Directory & Group Policy and Virtualisation
  • Azure IaaS/PaaS
  • Office 365 - Exchange Online, Sharepoint, Intune/Microsoft EndPoint
  • Networking
    • Managed Switches (Aruba, Unifi)
    • Firewalls (SonicWall, Unifi, Draytek)
    • TCP/IP, DHCP, DNS, VLAN/Routing
    • PRTG Network Monitoring
  • Network Security - SSL, Antivirus, Email gateway security
  • Backups & Disaster Recovery such as Veeam and MSP360
  • Knowledge of VOIP
  • Hands on knowledge of the procedures used in the installation, modification, maintenance and repair of IT hardware and software

Personal Requirements:

  • A clear focus on high quality work, with the interests of the customer at the centre of all you do
  • Proven experience in a similar role
  • Excellent communication skills for dealing with diverse range of customers
  • Strong time management skills
  • Polite, mature, credible, and comfortable in with working in a demanding environment
  • Resilience and resourcefulness to work efficiently and effectively when under pressure and to tight deadlines
  • Strong problem-solving skills
  • Have a desire to be part of an overall team and achieve team goals
  • Commercially astute, understanding the need to balance service levels with necessary re-charges
  • Keen for new experience and to grow skill sets; a genuine passion for IT
  • Full driving licence with own vehicle
  • Strictly no agencies


  • Healthcare and Well-being Scheme
  • Pension Scheme (additional employer contribution)
  • Staff Development Scheme
  • 25 days holiday plus extra Birthday holiday - never work on your birthday again!
  • Free team lunch every month
  • Competitive salaries
  • Training and personal development (including Free Microsoft Training)
  • Structured Induction Process (training on all aspects of your role to ensure you succeed)
  • Great staff parties - a very important part of teambuilding
  • Free Parking
  • Fantastic culture & environment

Candidates must be immediately eligible to work within the UK and within easy daily travelling distance of Leeds. No agencies, please.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; 3rd Line Infrastructure Engineer, 3rd Line Support Engineer, 3rd Line Support, IT Support Engineer, Infrastructure Technician, Technical Support, IT Systems Engineer, IT Support Service Desk, IT Service Desk Consultant, IT Support Consultant, Customer Support, Senior 1st Line Support Engineer, 1st Line IT Support, Senior Helpdesk Support, IT Support Analyst, 3rd Line Support Technician, Helpdesk Analyst, may also be considered for this role.

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