Technical Escalation - 3rd Line Support Technician

Job DescriptionBeing SilverClouds 3rd Line Support TechnicianSilverCloud is recruiting an experienced 3rd Line Support Technician to serve as the nal escalation point for complex IT issues. This key role ensures timely resolution of technical challengesparticularly those aecting end usersand supports continuous improvement in service delivery.Key ConnectionsThe 3rd Line Support Technician, you will report directly to the Head of Service Delivery & work hand-in-hand with both the Service Desk TL and the IT director to ensure organisational objectives are delivered and enhance the customer experience.Essential Skills & Key CompetenciesAct as the highest-level escalation point for resolving advanced support tickets and end user IT issues.Provide deep technical troubleshooting, diagnosis, and resolution across a wide range of infrastructure and cloud- based technologies.Manage and resolve complex service requests related to devices, connectivity, authentication, and application performance.Collaborate closely with 1st and 2nd line teams, guiding and mentoring engineers to build overall service capability. Monitor, prioritise, and take ownership of high-priority tickets in line with SLAs and business needs.Contribute to improving support processes and identifying recurring issues for root cause analysis and long-term solutions.What Were Looking ForDemonstrated experience in 3rd line support roles within an IT or Managed Service Provider (MSP) environment. Strong technical knowledge in:Windows Server & Active Directory Microsoft 365 and Azure Networking: TCP/IP, DNS, DHCP, VPNsA proven track record of resolving end user IT issues across varied platforms.Excellent troubleshooting mindset, especially in time-sensitive or high-pressure scenarios. Relevant industry certications (Microsoft, Cisco, CompTIA, ITIL) are a plus.Experience & Qualications RequiredAt least 5 years' experience in an IT support role, with clear 3rd line responsibility. Deep technical capability across:Windows Server (20162022) AD, Group Policy, DNS, DHCP Virtualisation VMware, Hyper-VCloud platforms Microsoft 365, Azure, Intune, Exchange Online Advanced Networking Firewalls, VPNs, VLANs, SD-WAN, Wi-Fi Scripting & Automation PowerShell, Bash, Python (preferred) Backup & DR Veeam, Datto, Azure BackupCertications & Accreditations (Highly Desirable)Microsoft Certied: AZ-104, MS-900 Cisco Certied: CCNA, CCNPCompTIA: Network+, Security+, Cloud+ ITIL FoundationSoft Skills & Professional AttributesCondent handling high-pressure escalations and critical service tickets. Strong documentation and knowledge-sharing skills.Clear communicator with both technical and non-technical stakeholders.Mentorship mindset to support junior engineers and improve team capability.Adaptable and proactive in keeping up with emerging technologies.Your Key AccountabilitiesTechnical Escalation Ownership Act as the nal escalation point for complex support tickets, ensuring timely and eective resolution of advanced technical issues.End User Support Excellence Resolve high-priority end user IT issues across desktop, server, and cloud environments, maintaining a strong focus on customer satisfaction.Infrastructure Management Maintain, troubleshoot, and optimise core infrastructure including Windows Servers, networking equipment, and cloud platforms such as Microsoft 365 and Azure.Ticket Queue Management Monitor and manage the 3rd line ticket queue, prioritising tasks in line with SLAs and business impact.Mentorship & Knowledge Sharing Provide guidance and technical mentorship to 1st and 2nd line engineers, helping to upskill the wider support team.Documentation & Reporting Create and maintain detailed documentation for solutions, congurations, and known issues to support knowledge transfer and compliance.Project Support & Implementation Assist with the planning and delivery of infrastructure upgrades, migrations, and client onboarding projects.Security & Compliance Ensure systems are secure and compliant with industry standards, assisting with patch management, vulnerability remediation, and access control.Client Communication Liaise directly with clients to provide updates, technical explanations, and reassurance during critical incidents or planned changes.Continuous Improvement Identify recurring issues and propose long-term solutions to improve service efficiency and reduce ticket volume.

Created: 2025-07-04