ITMS 3rd Line Technician

As an ITMS 3rd Line Technician, you'll be the go-to expert for the toughest technical challenges-stepping in when issues go beyond First and Second Line support. You'll take ownership of critical incidents, shape infrastructure improvements, and play a key role in guiding and developing junior team members. This is a role for someone who thrives on solving complex problems, enjoys collaborating across teams, and wants to make a meaningful impact on both customer environments and internal processes.,

• Act as the final escalation point for complex technical incidents and service requests
• Lead root cause analysis for recurring or high-impact issues and implement long-term fixes
• Work with project and solutions teams on infrastructure upgrades, migrations, and deployments
• Proactively maintain and manage customer IT estates, ensuring security, performance, and accurate documentation
• Recommend improvements aligned with best practice and evolving customer needs
• Provide technical leadership and mentoring to First and Second Line teams
• Create and maintain technical documentation, including diagrams, SOPs, and troubleshooting guides
• Own change management processes, ensuring risk assessments and rollback plans are in place
• Monitor system performance and identify opportunities for optimisation or automation
• Liaise with vendors and third-party providers for advanced support
• Contribute to continuous improvement of tools, processes, and service delivery
• Travel to other Onecom offices and customer sites when required, following company travel policies
Perks for our People:
• Holidays: 25 days + bank holidays and buy/sell options
• Other Leave: Birthday day off, 12 paid hours for flexible use, Volunteer day
• Lifestyle: 9% combined pension contribution and 4x salary life assurance
• Rewards: Quarterly and annual employee awards, discounts on tech
• Socials: All-expenses-paid company events
• Development: In-House Training Academy
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support
  
  Exceptional analytical and problem-solving ability, especially under pressure
• Strong leadership qualities with a passion for mentoring others
• Clear and confident communication, able to translate technical detail for any audience
• High sense of ownership, accountability, and proactive thinking
• Ability to juggle multiple priorities while maintaining quality
• Deep expertise across cloud, networking, and infrastructure technologies
• Strong documentation habits and experience working to SLAs
• Empathetic, professional approach to customer interactions
• Team-focused mindset with a drive to share knowledge
• Proactive, adaptable, and creative in resolving issues
• Strong organisational skills with the ability to meet deadlines
• Commitment to continuous learning and self-development
  
  Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.