{"id":2008224,"url":"https://alion.io/job/bluetown-it-support-engineer-3rd-line","title":"IT Support Engineer - 3rd Line","company":{"id":3908571,"name":"Bluetown","domain":"bluetown.com","url":"https://alion.io/company/bluetown","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Salford, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40000,"max":50000,"currency":"EUR","period":"year","gross":null,"usd_annual":56263},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Active Directory","optional":true},{"name":"Azure","optional":true},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"PowerShell","optional":true},{"name":"TCP/IP","optional":true},{"name":"VLAN","optional":true},{"name":"VPN","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-09-24T22:45:06Z","employer_posted_date":null,"last_verified_at":"2026-09-24T22:45:06Z","board_verified":false,"closed_at":null,"days_open":18,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":18},"description":"Job Title: IT Support Engineer - Third Line\nLocation: Manchester\nSalary: £40,000 - £50,000 per annum DOE\nJob Type: Full Time, Permanent\nAt Netteam tX, we recognize and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.\nAbout the role:\nYou will provide senior third Line technical support across Netteam's managed client base, acting as the technical escalation point for complex incidents, recurring problems and engineering-level change. You will own advanced investigation through to resolution, drive Root Cause Analysis and Problem Management, and work with vendors and internal teams to deliver permanent fixes, reduce repeat demand and improve service resilience. You will maintain clear technical documentation and provide knowledge transfer to enable resolution at the lowest appropriate support tier.\nResponsibilities:\nOwn complex First Line and Second Line escalations in the PSA system, with complete technical evidence, time entries, dependencies and next actions\nLead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony, prioritised to SLA and customer impact\nProvide clear and timely customer updates throughout complex incidents, Problems and engineering activity\nOwn assigned Problem records, identify recurring incidents, complete Root Cause Analysis, and maintain Known Errors and workarounds\nValidate escalations, provide technical guidance, and return those that do not meet agreed escalation standards\nDeliver permanent remediation through configuration change, scripting, automation, upgrades and vendor engagement, following Netteam change and security controls\nMaintain accurate IT Glue documentation and create technical knowledge, RCA and Known Error content to support effective shift-left\nProvide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review / RCA activity\nIdentify recurring demand, technical debt, security weaknesses and resilience risks, and propose improvements that reduce repeat incidents\nWork with AI & Automation to automate repeatable technical fixes and manual activity where appropriate\nLead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution\nPlan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvement\nProvide out-of-hours support to our clients on a rota basis, including critical technical escalation and clear handover\nMaintain Information Security, ISMS, data protection and change-control requirements and escalate material technical or security risk\nAbout you:\nExperience:\nAbility to work independently, take technical ownership and drive complex issues through to resolution\nIT related degree or relevant industry qualifications are highly desirable\nDemonstrable experience in senior second Line, third Line, infrastructure or MSP support, owning complex technical escalations\nStrong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking\nExperience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation\nExperience of Problem Management, Root Cause Analysis, Known Error / knowledge creation and remediation validation\nExperience supporting Major Incidents and vendor or third-party technical escalations\nDetailed experience of Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP\nDetailed experience with Microsoft 365, Azure and related technologiesExchange Online\nMicrosoft Entra ID / Azure Active Directory and hybrid identity\nConditional Access / MFA\nMicrosoft Intune / Mobile Device Management\nMicrosoft Defender, Information Protection / DLP\n\nDetailed experience with Backup/DRaaS technologies, Azure IaaS and restoration / recovery processes\nStrong networking knowledge including TCP/IP, DNS, DHCP, firewalls, routing/switching and monitoring\nKnowledge of S2S/P2S VPN, VLAN, LACP, NAT/PAT/ACLs, SSL Certificates, WatchGuard, Voice/3CX and email security is desirable\nCurrent and valid UK driving licence is desirable; PowerShell or equivalent scripting capability would be advantageous\nExperience of working within an MSP and/or Hospitality environment is advantageous but not essential\nPersonal Attributes:\nFriendly, professional and credible with technical and non-technical clients\nTechnically curious and proactive, with a strong drive to research unfamiliar technologies and improve solutions\nStrong written and verbal communication skills with the ability to explain complex technical issues clearly\nRecognizes the importance of frequent and clear communication during incidents, escalations and dependency-driven work\nAnalytical and evidence-led, focused on identifying underlying causes rather than repeatedly treating symptoms\nActively shares knowledge and supports First and Second Line development without creating technical silos\nDisciplined, with the ability to prioritise and execute technical tasks effectively under pressure\nAccountable and outcome-focused, taking ownership through to validated resolution\nNote: This description is not intended to establish a total definition of the job but an outline of the duties.\nIn line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.\nPlease click on the APPLY button to send your CV and Cover Letter for this role.\nCandidates with experience of: Infrastructure Engineer, Windows Server Infrastructure Engineer, Server Support Technician, ICT Systems Engineer, 3rd Line Support, Field Support Technician, Technical Support Engineer, 3 Line Support Engineer may also be considered for this role.","description_format":"text","description_chars":6081,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-07T12:33:56Z"}],"visa":[],"liveness":{"score":45,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.71,"p_room":0.75,"age_days":18,"expected_fill_days":20,"reasons":["seen:18","velocity","win:late"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":56263,"is_top_pay":false},"html_url":"https://alion.io/job/bluetown-it-support-engineer-3rd-line","json_url":"https://alion.io/job/bluetown-it-support-engineer-3rd-line.json","meta":{"generated_at":"2026-10-13T07:04:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10364,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3908571},"rest":"https://alion.io/mcp/rest/get_company?id=3908571"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbluetown-it-support-engineer-3rd-line"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbluetown-it-support-engineer-3rd-line"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbluetown-it-support-engineer-3rd-line"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bluetown-it-support-engineer-3rd-line\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbluetown-it-support-engineer-3rd-line"}]}