Third Line Technician

• Annual Salary: Up to -37,000, dependent on experience
• Location: Hampshire
• Job Type: Full-time - hybrid
• Hours: 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 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