Good Work Partners logo

3rd Line Technician / Solutions Architect



West Midlands


The Role:

Good Work Partners is pleased to announce that they are working with a fast-growing MSP IT company who are looking for a 3rd Line Technician / Solutions Architect to join their growing team. This company is fast growing, agile and staff focused who are constantly evolving, therefore looking for a dynamic and adaptable individual to join their ranks.


Technical Support and Troubleshooting:

  • Serve as the final escalation stage for the 1st and 2nd Line support team, resolving complex technical tickets
  • Diagnose and resolve advanced hardware and software issues; including network problems, server issues, and application errors


System Administration:

  • Perform high-level system administration tasks on servers, networks, and cloud environments
  • Ensure proper configuration, maintenance, and monitoring of IT infrastructure


Incident and Problem Management:

  • Analyse recurring incidents to identify underlying problems
  • Implement solutions to prevent future occurrences and improve overall system reliability
  • Provide training/development recommendations to the management team
  • Support the service desk team, as requested


Project Implementation and Support:

  • Assist in the planning, design, and implementation of IT projects for new and existing customers
  • Provide expertise in the deployment of new systems, upgrades, and migrations


Technical Documentation:

  • Create and maintain comprehensive documentation for systems, procedures, and project plans
  • Document configurations, troubleshooting steps, and resolutions


Cyber / Security:

  • Ensure IT systems and networks are secure from threats and vulnerabilities
  • Implement and manage security measures, such as firewalls, anti-virus software, and intrusion detection systems
  • Conduct regular security audits and vulnerability assessments
  • Work within the parameters of ISO 27001, taking guidance from the compliance team as needed


System Monitoring:

  • Monitor system performance and identify areas for improvement
  • Implement performance tuning and optimization techniques to ensure optimal system operation


Capacity Planning:

  • Analyse system capacity and plan for future growth and scalability
  • Ensure resources are allocated effectively to meet current and future demands.


Communication and Interaction:

  • Provide high-level support to customers, ensuring excellent service delivery in line with the clients values.
  • Communicate effectively with customers, ensuring technical solutions are explained to customers in simple terms that address their concerns and requirements.
  • Work closely with other internal teams, including 1st/2nd line and the projects team.
  • Act as a role model for junior team members.



  • Five years+ experience as an IT Engineer working for a MSP
  • Proficiency in advanced troubleshooting of hardware, software and network issues.
  • Strong knowledge of operating systems (Windows and macOS).
  • Experience with virtualisation technologies (VMware, Hyper-V).
  • Expertise in cloud services (Azure).
  • Deep understanding of networking protocols and services (TCP/IP, DNS, DHCP)
  • Experience in supporting sales team members with sound technical solutions
  • The ability to translate customer requirements into technical solutions
  • Excellent presentation and demonstration skills


Required Certifications:

  • BSc in Computer Science, Information Technology, or equivalent
  • Relevant certifications (e.g., Microsoft Certified: Azure Solutions Architect, Cisco Certified Network Professional (CCNP), CompTIA Advanced Security Practitioner (CASP+)


Core Competencies:

  • Exceptional communication and rapport building skills
  • A team player who works well with others, while also being able to work independently
  • Awareness of the clients key products/service offering
  • Self-motivated and organised, with the ability to work in a fast-paced environment and deal with change/pressure as it arises


A valid drivers’ license is required for this role.


The Offer:

  • 21 days holiday rising for every year served to a maximum of 26
  • Pension scheme
  • Healthcare & Wellness plan, on passing probation
  • Employee Assistance programme, on passing probation
  • Employee Discount Scheme, on passing probation
  • Private Medical Care, available after two years’ service
  • Life Assurance, available after two years’ service