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01206 984042

3rd Line Technician / Project Engineer

  • Remote (ideally Colchester/Chelmsford based)
  • £35k - £40k
  • Mon - Fri, 9-5
  • Permanent
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Job Description

‘Recruiting for your future success’

Our client is a family-run, forward‑thinking MSP based in Essex, passionate about delivering proactive, high‑quality technology support to a wide range of local businesses. They pride themselves on being trusted technology partners, helping clients stay secure, efficient and future‑ready.

They are now looking for a Senior IT Support & Projects Technician to join their team. This role is ideal for a technically strong support professional who enjoys working closely with clients, taking ownership of technical outcomes, and contributing beyond reactive support.

Job Duties

The position combines hands-on 2nd line support, proactive monitoring and maintenance using the company’s RMM and PSA tools, and involvement in client-facing projects, service improvements and cyber security initiatives.

 

Job Duties

Service Desk & Technical Support

  • Provide high-quality 2nd line technical support across multiple client environments
  • Act as an escalation point for complex or recurring issues from 1st and 2nd line
  • Use Datto RMM to monitor systems, respond to alerts and carry out proactive maintenance
  • Manage tickets and workflows through Autotask, ensuring clear updates and timely resolution
  • Support a broad range of technologies including:
    • Windows 10/11 and Windows Server
    • Microsoft 365 (Exchange Online, SharePoint, Teams)
    • Active Directory, Group Policy and Azure AD
    • Networking, endpoint security and backups
  • Maintain a consistently high standard of documentation and resolution quality

 

Proactive Maintenance & Tooling

  • Carry out proactive upgrades, patching and system health checks using Datto RMM and Kaseya tools
  • Help standardise and improve client environments through automation and best practices
  • Analyse trends in support tickets and implement long-term fixes
  • Assist in rolling out new tools, configurations and monitoring policies across clients

 

Client Engagement & Relationship Management

  • Act as a client-facing technical contact, building strong working relationships
  • Communicate technical issues and solutions clearly to non-technical stakeholders
  • Attend client meetings or reviews where required, contributing technical recommendations
  • Provide a professional, people-focused approach aligned with the company’s service ethos

 

Projects & Technical Improvements

  • Assist with and deliver technical projects, including:
    • Infrastructure upgrades and refreshes
    • Microsoft 365 and cloud migrations
    • Endpoint standardisation and security improvements
  • Work alongside senior engineers on larger or more complex project work
  • Balance project delivery alongside day-to-day support responsibilities

 

Cyber Security & Compliance Support

  • Assist with cyber security audits and technical reviews for clients
  • Support the implementation of security controls such as:
    • Multi-Factor Authentication (MFA)
    • Endpoint protection and monitoring
    • Backup and disaster recovery solutions
  • Help remediate vulnerabilities identified through audits or monitoring tools
  • Maintain accurate documentation to support compliance and security best practice
Benefits

£35k – £40k | Mon-Fri, 9-5 | Remote, ideally Colchester-based| Some weekend and evening work required from March – September | Family-run MSP | Opportunities for growth and development | Collaborative, people-focused culture | Client site visits | Purpose-driven organisation with strong industry mission | IT Helpdesk |

Company Description
Applicant Specification

Essential

  • 3+ years’ experience in a 2nd Line IT Support role, ideally within an MSP environment
  • Understanding that this role will require weekend and evening work where required – particularly between March and September 2026.
  • Hands-on experience with:
    • Datto RMM
    • Autotask PSA
    • Kaseya products
  • Strong technical knowledge of Microsoft-based environments
  • Confident communicator with excellent customer service and people skills
  • Highly organised, process-driven and detail-focused
  • Able to work independently while collaborating effectively with a wider team

 

Desirable

  • Previous experience in a client-facing or account-owning support role
  • Exposure to delivering or supporting IT projects
  • Interest or experience in cyber security and compliance activities
  • Microsoft, CompTIA or relevant vendor certifications

 

Personal Attributes

  • Personable, professional and client-focused
  • Proactive and improvement-driven
  • Comfortable juggling support tickets, maintenance work and project tasks
  • Keen to progress into more senior technical, project or security-focused roles
Contacts

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our upmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.

If you are interested in the role and have further questions, please don’t hesitate to call us on 01206 984042 to speak to one of our team members confidentially.

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