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3rd Line Support Technician
RJ Cortel Ltd
- Polegate, England, United Kingdom
- Polegate, England, United Kingdom
Über
RJ Cortel Ltd is an award‑winning Managed Service Provider (MSP) that has been supporting businesses since 2001. We began as telephony specialists and have grown into a trusted, full‑service technology partner.
Today, we deliver a comprehensive suite of services, including IT support, connectivity solutions, and office security systems. Our team supports a wide variety of businesses, handling everything from day‑to‑day IT tasks, such as; software installations and printer troubleshooting. Through to large scale projects like data migrations, infrastructure design, and implementing robust cybersecurity protocols.
Our growth is built on innovation, reliability, and a team that genuinely cares about making technology work for our clients.
This is an exciting time for us - we’re actively expanding and investing to take our services to the next level. Our team is passionate, friendly, and committed to excellence, and we’re looking for like-minded professionals who want to make a real impact.
If you’re ready to join a forward-thinking company where your ideas matter and your career can grow alongside the business, RJ Cortel Ltd is the place for you.
*About the Role*
As 3rd line technician, you’ll play a pivotal role in supporting both our internal infrastructure and the onboarding of new clients, handling advanced technical challenges, and serving as a key connection between our helpdesk team and incoming partnerships. You’ll take ownership of onboarding initiatives—from site visits to system migrations, ensuring every transition is smooth, well-documented, and delivered to a high standard.
This is a client-facing role suited to someone who enjoys responsibility, excels in complex technical environments, and brings a confident, consultative approach to problem-solving. You will be confident taking ownership of a variety of projects, ensuring they are delivered to a high standard within agreed timescales, working directly under the General Manager.
This is an onsite position, applicants must live within easy commuting distance of Polegate.
Hours of work are 9am-5:30pm Monday to Friday.
*Key Responsibilities*
* Designing and maintaining internal infrastructure and systems
* Acting as lead technician for project work and client onboarding
* Acting as an escalation point for complex 3rd line technical issues
* Carrying out on-site audits and producing detailed technical assessments
* Supporting the helpdesk with advanced troubleshooting and mentoring team members
* Managing, monitoring, and maintaining client infrastructure (cloud and on‑premises)
* Producing clear and comprehensive documentation for systems and processes
* Coordinating connectivity and VoIP solutions with third‑party providers
* Helping shape internal processes and policies with a strong security focus
*Key Skills and Experience*
* Full UK driving licence and willingness to travel/stay away when occasionally required
* Extensive IT support background within an MSP environment, including onboarding and migration experience
* Strong knowledge of Microsoft 365 (Intune, Purview, Security, Azure, Entra)
* Understanding of GDPR, ITIL-aligned processes, and security best practices
* Collaborative approach with strong leadership and service delivery skills
* Ability to manage competing priorities and complex technical workloads
* Excellent documentation, planning, and client communication abilities
*Bonus Skills (Nice to Have)*
* Microsoft 365, CompTIA, or ITIL v3/4 certifications
* Cyber Essentials Assessor Certification or a strong knowledge of cyber security protocols and the ability to pass CE certification within 12 months
* Experience with CRM and RMM platforms, scripting (PowerShell), and Microsoft Teams or 3CX administration
* Knowledge on Xerox printers and managed print software
*Benefits:*
· Extra day of annual leave for your birthday
· Smart casual dress code
· Bi-monthly staff socials
· Company mobile
· Cycle to work scheme
· Free on-site parking
· Employee of the quarter prize
· Funded training opportunities to aid your progression
· Paid volunteer time
· Discounted tech purchases
Job Types: Full-time, Permanent
Pay: £35,000.00-£45,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* On-site parking
* Paid volunteer time
Licence/Certification:
* Driving Licence (required)
Willingness to travel:
* 25% (required)
Work Location: In person
Sprachkenntnisse
- English
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