Third Line Support Engineer

You will be an integral part of the ONS Team working for a major UK based company out of our Sheffield office. You will be working on a variety of operating systems and hardware. This role will mainly involve working on our ServiceDesk supporting our remote customers. The post holder will promote the highest standards of customer service ensuring the most effective use of resources.

There may also be an element of onsite work or out of hours.

The line manager will be the Service Desk Team Leader.




40 hours per week


Sheffield office


This post has no line management responsibilities.

  • Working within a team dedicated to support on a variety of operating systems and hardware.
  • Dealing with 3rd line technical incidents and requests from our customers.
  • Escalation from 1st and 2nd Line Engineers.
  • Support all customers’ services in a professional manner.
  • Self-audit all work and ensure it meets all applicable technical and operational quality standards.
  • Respond effectively and appropriately to all customer requests and enquiries.
  • Complete work to agreed time scales.
  • Comply with Health & Safety standards.
  • Microsoft Windows Server.
  • Active Directory, DHCP, DNS & Group Policy.
  • Microsoft 365 – Azure, SharePoint, OneDrive, Exchange & Intune/Endpoint Manager.
  • Virtual Technologies – Hyper-V & VMware.
  • Network Management – TCP/IP, L3 routing, VLAN management & LAN/WAN.
  • NAS/SAN Storage Management – QNAP, HP MSA & Dell EqualLogic.
  • Firewall Management – WatchGuard, Fortinet, SonicWall, Sophos UTM & Meraki MX.
  • Backup & Disaster Recovery – VEEAM, N-Able Cloud, Backup Exec, Backup Assist, Altaro, & Druva
  • Email filtering platforms including Mimecast.
  • Wireless technology – Cisco Meraki.
  • To promote ONS’ values and ethos at all times, ensuring a safe and accountable environment.
  • To undertake any other duties commensurate with the post as may be required by ONS.

As appropriate, the post holder’s duties must be carried out in compliance with all relevant information & data; health & safety; finance legislation and undertake training as appropriate to ensure knowledge, understanding and practice is up-to-date. Participate, support and comply with arrangements for responding to emergencies. These duties and responsibilities should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other reasonably determined duties and responsibilities, commensurate with the grading of the post, without changing the general character of the post.

and skills:


  • Knowledge of Microsoft Windows Server
  • Knowledge of Active Directory, DHCP, DNS & Group Policy
  • Knowledge of Microsoft 365 – Azure, SharePoint, OneDrive, Exchange & Intune/Endpoint Manager
  • Knowledge of Network Management – TCP/IP, L3 routing, VLAN management & LAN/WAN
  • Knowledge of Firewall Management – WatchGuard, FortiGate, SonicWall, Sophos UTM & Meraki MX
  • Knowledge of Backup & Disaster Recovery – VEEAM, N-Able Cloud, Backup Exec, Backup Assist, Altaro, & Druva
  • Customer focused attitude
  • An analytical thinker who can process complex information quickly and rigorously in order to recommend effective decision making
  • Can demonstrate sound judgement to undertake complex tasks in a systematic way
  • Thinks creatively and imaginatively to solve problems and identify opportunities
  • Able to demonstrate having planned appropriately for future success
  • High ethical standards and influencing skills with the ability to engage effectively with all staff across the company
  • Self-confident with the ability to transmit appropriate messages to appropriate audiences
  • Works reliably under pressure to produce timely, accurate information and is willing to do whatever necessary to bring about results
  • Able to deal with issues calmly when under pressure
  • Demonstrates a variety of people skills
  • Ability to establish positive and productive working relationships
  • Effectively engage and communicate with others
  • Shows concerns for impact – identifies the most important concerns and issues of others – modifies own behaviour to achieve the required outcomes
  • Able to remain approachable and professional at all times
  • Able to work flexibly, including responding to high level service issues out of core hours
  • Able to travel to various locations within a reasonable timescale to support the requirements of the company
  • Demonstrate a firm commitment and apply knowledge of the principles of the Data protection act 2018/GDPR


  • Manufacturer / Vendor qualifications
  • Knowledge of Microsoft Exchange Server
  • Knowledge of Virtual Technologies – Hyper-V & VMware
  • Knowledge of NAS/SAN Storage Management – QNAP, HP MSA & Dell EqualLogic
  • Wireless technology – Cisco Meraki
  • Email filtering platforms including Mimecast
  • Applicant must hold a valid UK Driving licence and have the ability to use own vehicle for work purposes

Apply now

If you believe you have what we need, then please send your CV to