Job Description: IT 3rd Line Engineer

Location: Crawley, West Sussex

Department: IT

Reports to: Support Manager

Employment Type: Full-time,

Permanent

About Us

We are a fast-paced retail brand with a strong focus on delivering excellent customer experiences, both in-store and online. Technology plays a vital role in ensuring our retail operations, head office teams, warehouse and digital platforms run smoothly. We’re looking for a skilled 3rd Line IT Engineer to strengthen our IT operations and cybersecurity posture.

Role Overview

As a 3rd Line Engineer, you will be a senior member of the IT support team, providing advanced technical expertise, leading problem resolution, and ensuring the stability, security, and performance of our IT infrastructure. You will work closely with IT leadership to manage escalations, support project delivery, and play a key role in cybersecurity initiatives across the business.

Key Responsibilities

Act as the final escalation point for complex technical incidents across servers, networks, applications, and end-user devices.

Provide advanced troubleshooting, root cause analysis, and permanent fixes for recurring IT issues.

Maintain and enhance security posture using ESET, Huntress, and other cybersecurity platforms.

Lead the response to cybersecurity incidents, working with internal teams and external partners where necessary.

Proactively monitor infrastructure performance and security alerts, ensuring swift resolution.

Contribute to IT projects, including infrastructure upgrades, system migrations, and new solution deployments.

Support and mentor 1st and 2nd Line Engineers, sharing expertise and driving knowledge transfer.

Ensure systems, processes, and policies meet security and compliance standards (e.g., GDPR).

Maintain accurate technical documentation, network diagrams, and procedures.

Skills & Experience

Required: Proven experience in a 3rd Line Engineer, Infrastructure Engineer, or equivalent senior IT support role.

Strong knowledge of endpoint protection and threat detection, with hands-on experience in ESET and Huntress.

Solid understanding of cybersecurity best practices, vulnerability management, and incident response.

Experience supporting and managing Microsoft technologies (Windows Server, Active Directory, Exchange, O365, Intune).

Good knowledge of networking (LAN/WAN, VPN, firewalls, switching, routing).

Familiarity with cloud platforms such as Microsoft Azure.

Demonstrable experience in retail or multi-site environments (preferred but not essential).

Strong problem solving skills, with the ability to remain calm under pressure.

Excellent communication and stakeholder management skills.

What We Offer

Opportunities for professional growth and certifications in cybersecurity and cloud technologies.

A collaborative and supportive team culture.

Exposure to a wide range of technologies and retail systems.