Vacancy Details

3rd Line Support Analyst

3rd Line Support Analyst


Salary circa £35,000 per annum

40 hours a week to be worked flexibly across 5 days (from 07.00 - 22.00)

Our client, an established IT support company in Tamworth, is looking for an experienced 3rd Line SupportAnalyst to join their office based in Tamworth. Responsible for technically escalated helpdesk calls, providing 3rd line full systems troubleshooting support during major incidents. Housekeeping and maintenance on a variety of system and network infrastructures, mentoring and supporting 1st and 2nd line teams.

The Successful candidate must be an analytical, proactive problem solver with strong technical and customer facing ability. You will be an effective communicator, confident in your own ability with a keen eye for detail and committed to getting the best results first time.


  • To troubleshoot and resolve service calls escalated to 3rd line level
  • General housekeeping and maintenance on a variety of system and network infrastructures
  • To assist and mentor helpdesk analysts and senior helpdesk analysts with general support queries prior to escalation
  • To keep service management teams appraised of all escalated and political calls
  • Involvement in customer projects including application deployment and systems / network maintenance
  • Occasional involvement in system rollouts, working alongside with Technical Consultants to deliver new network deployments to our customers
  • Ensuring change control requests are completed for the relevant clients
  • Liaison with Technical Consultants and Field Engineers on escalated calls
  • A willingness to work overtime and as when required
  • Inclusion in an 'out of hours’ standby rota
  • Upkeep of the Monitoring Platform
  • To monitor and act upon server and network alerts from our alert monitoring system and to carry out pro-active enhancements to alerting monitoring to ensure minimal downtime for clients
  • Maintain the performance of the monitoring platform (escalate if capacity being reached)
  • Contribute to the process for tuning and reviewing alerts, so that all 'Red’ alerts are genuine, with 'Amber’ being an actionable warning
  • Adherence to the permanent fix process, by ensure alerts are followed up with a service request to remove or reduce repeat/temporary/workaround fixes where possible
  • Backup Management (Aligned to SLA)
  • To maintain and monitor client backup and replication process and correct failures
  • Contribute to the development of the customer backup schedule and success of backup methodologies
  • Maintenance of a backup inventories for clients
  • Patching OS/AV (Aligned to SLA)
  • Contribution to the direct management of the server patching schedule for all customers
  • Direct ownership of end user device updates (Windows / OS)
  • Contribution to audits/proactive monitoring (for machines not updated)
  • Contribution to the proactive maintenance of the patching inventory of customers
  • An office based role with occasional ad hoc travel to client sites across the UK

Essential requirements

  • 7 years’ experience in a helpdesk support role including 2nd line support, at least 3 of which is at 3rd line level
  • Educated to A 'level or equivalent standard with at least Maths and English grade c GCSE or above
  • Microsoft Certified to MCSA/MCSE standard
  • CompTIA A+ certification, CompTIA N+ certification & CCNA. Possibly ITIL certified
  • Advanced knowledge of Windows desktop environments from Windows Vista and above
  • Advanced knowledge of Windows server environments from Server 2008 and above (including SBS variants)
  • Knowledge and experience working with SAN technology
  • Strong knowledge of LAN/WAN technologies
  • Advanced active directory administration and troubleshooting
  • Group Policies (creation and management of what are they, logon scripts and PowerShell)
  • Advanced Exchange organisation troubleshooting (including fail over)
  • Advanced Office support 2007/2010/2013/2016
  • Advanced Office 365 troubleshooting, migration and management of user accounts
  • Advanced remote desktop server and Citrix knowledge
  • Advanced Knowledge of all on premise and hosted backup solutions
  • DNS, DHCP and maintenance of domain records


  • Salary dependent upon experience and qualifications
  • 23 days annual leave rising to 27
  • Qualifications allowance payable upon successful completion of funded accreditations (£150 - £1800)
  • Overtime allowance
  • Out of hours stand by rota allowance
  • Employer based pension (after qualifying period)
  • Death in Service benefit (after qualifying period)
  • Free refreshment provisions

At Inplace Recruitment we believe it is people that make the business succeed, the right people, expertly placed in the correct positions. We offer a thorough, professional service that is evidenced by our placement success rate.

Please note due to the high volume of applications we receive, if you have not heard from us in 7 working days, please assume that on this occasion you have not been short-listed.