Back to search
Third Line Technician
- Annual Salary: Up to £37,000, dependent on experience
- Location:Â Hampshire
- Job Type: Full-time – hybrid
- Hours:Â 35 hours per week, Monday to Friday 09:00-17:00, plus on-call rota
Third Line IT Service Desk Technician, where you will play a pivotal role in maintaining the seamless operation of our IT infrastructure by resolving complex technical issues escalated from first- and second-line support.
Day-to-day of the role:
Advanced Technical Support:
- Resolve complex hardware, software, and network issues escalated from lower-tier support.
- Conduct root cause analysis and implement long-term solutions.
- Manage high-impact incidents to ensure minimal business disruption.
Server & Application Support:
- Troubleshoot server issues across cloud (AWS), on-premise, and embedded environments.
- Support applications written in Node.js and manage FreeSwitch systems.
- Apply over-the-air firmware updates and monitor system performance.
- SIP, VoIP & Network Management:
- Maintain and troubleshoot SIP-based communication systems including VoIP and VoLTE.
- Configure SIP trunks and resolve complex call routing and quality issues.
- Manage network configurations affecting SIP traffic, including firewalls, NAT, and QoS.
- Knowledge Sharing & Documentation:
- Mentor junior technicians and contribute to internal training.
- Create and maintain detailed documentation and system diagrams.
- Vendor & Supplier Liaison:
- Collaborate with third-party vendors to resolve technical issues.
- Assist in managing SLAs and ensuring service quality.
Required Skills & Qualifications:
- Proven experience of at least 3-5 years in a second or third-line IT support role, managing escalated issues and providing advanced troubleshooting.
- Strong knowledge of Linux and Windows systems, and experience with FreeSwitch.
- Experience with AWS infrastructure and cloud services.
- Deep understanding of SIP, VoIP, VoLTE, STUN, and firewall bridging.
- Proficiency in Node.js application support and server diagnostics.
- Hands-on experience using tools for SIP analysis, such as Wireshark, SIP Traces, or packet analysers.
- Excellent problem-solving and communication skills.
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Certifications such as Microsoft Certified: Azure Administrator, or equivalent.
Benefits:
- 161 hours holiday rising to 175 hours with length of service plus Bank Holidays.
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
- 24/7 employee assistance programme with an easily accessible app.
- Family and friends’ discounts on our services & products.
- Cycle to work incentive.
- Pension Scheme, up to 4% Company matched.
- Free on-site parking.
If you are interested in this position please apply online or for more information please contact me on
