3rd Line Support Engineer job opportunity at Daisy Group.

Home Jobs In United Kingdom Tag: Job 3rd Line Support Engineer position at Daisy Group


Date2026-05-12T11:54:17.052Z bot
Daisy Group 3rd Line Support Engineer
Experience: General
Pattern: Full-time
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loacation One Central Boulevard Blythe Valley Park, Solihull, England, United Kingdom
loacation One Central Bo..........United Kingdom
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Job DescriptionAs a Senior Support Engineer, you’ll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role — you’ll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds.You’ll work across modern on‑prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You’ll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support.This role is based at our Solihull head office.What You’ll Be DoingActing as the technical escalation point for 1st and 2nd line engineersOwning and resolving complex incidents and problems through to completionProviding expert support via tickets, telephone, email and remote accessPerforming in‑depth troubleshooting across infrastructure, cloud and EUC platformsCarrying out root cause analysis and recommending long‑term improvementsManaging and prioritising multiple issues while working within SLA commitmentsMonitoring and responding to alerts generated by remote monitoring toolsMaintaining accurate documentation, knowledge articles and customer recordsIdentifying opportunities to reduce recurring incidents and improve service deliverySupporting continuous improvement initiatives across tools, processes and standardsCommunicating clearly with customers, translating technical detail into business‑friendly language

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