3rd Line Support Engineer

3rd Line Support Engineer
Hi, I’m Andy Calvert, IT Director and hiring manager for this role. I’m excited to invite
you to apply to join our team as a 3rd Line Support Engineer at Hawk-Eye Innovations. This role will focus on IT projects and continuous improvement of our existing infrastructure while implementing innovative solutions. If you are passionate about expanding our 3rd line support team, enhancing coverage, and providing expert perspectives to tackle technical challenges then this could be the ideal role for you!

Location: London or Basingstoke (hybrid with two days per week minimum in the office)

Key Responsibilities:

• Provide expert-level 3rd line support for IT systems, including MS Entra, MS Intune, MS Azure, and Kandji.

• Troubleshoot and resolve networking and firewall issues (wired and wireless).

• Collaborate with the IT Director to evaluate, test, and deploy new IT tools and security enhancements.

• Manage corporate IT infrastructure, including on-premises server racks, network distribution, and cloud-hosted environments.

• Monitor and respond to Jira ticketing system requests, offering direct technical support and mentoring for 1st and 2nd line engineers.

• Work closely with the IT Director & Head of IT Support to streamline processes, reduce service desk tickets, and enhance user satisfaction.

• Create, maintain, and publish technical documentation and quick guides in Confluence.

What We're Looking For:

• Expertise in MS Azure, MS Intune, and MS Entra.

• Strong understanding of information security principles.

• Experience with MS 365 and Google Workspace.

• Network management experience, including secure device configuration, DHCP, VLANs, network monitoring, and VPN tunneling.

• Firewall architecture, policy design, and device management.

• Proven experience configuring and maintaining Wired & Wireless (WIFI) networking products, preferably Ubiquiti UniFi WiFi and wired networking products.

• Experience with Centralised Endpoint Protection Platforms (ESET Protect, MS Defender with Sentinel Integration, Crowdstrike).

• SIEM design & architecture experience, particularly MS Sentinel.

• Ability to communicate complex technical concepts to both technical and non-technical staff.

• Friendly, approachable, and customer-focused attitude.

• Strong problem-solving skills with a proactive approach.

• Excellent organisational and time management skills.

• A collaborative team player who aligns with business goals and objectives.

• Ability to perform under pressure and manage multiple priorities.

• Innovative thinker who follows but also challenges established processes.

Rewards & Benefits

• Annual Leave: 25 days + 8 public holidays

• Enhanced Pension Scheme: 5% matching

• Flexible Working: Hybrid model (2 days in the office per week)

• Wellness: Complimentary Unmind app, onsite gym (Basingstoke)

• Exclusive Perks: Access to sporting events and tickets, Sony Group Company
  discounts

Equal Opportunity Employer
Hawk-Eye is committed to fostering an inclusive and diverse workplace. We ensure all
employees are treated fairly, regardless of gender, marital status, race, nationality, religion,
age, disability, or union membership status. We value diversity and strive to create an
environment where everyone can reach their full potential.

Apply Today!
This is a fantastic opportunity to join Hawk-Eye Innovations and make a significant impact in
sports technology. If you're looking for a role where you can solve real-world problems at
scale, we’d love to hear from you!