3rd Line Infrastructure and Cloud Support Engineer

The Role

What does a 3rd line Infrastructure and Cloud Support Engineer role involve?

  • This role will involve:

    • Owning service delivery tickets allocated and ensuring incidents are resolved within contracted SLA.
    • Supporting and mentoring the service delivery team (With the respective team leaders/managers), assisting with support tickets that a service delivery analyst / technician finds challenging.
    • Assisting with resolving or progressing critical proactive alerts within the contracted SLA
    • Assisting with the administration of the remote monitoring solutions, ensuring the are operating efficiently and accurately (Powershell, Components and Group Policy skills are key here)
    • Ensuring a culture of continuous improvement and knowledge sharing exists throughout the technical department
    • Promoting the service desk in providing a one-stop service support solution
    • Representing Nexus in a professional and helpful capacity with an excellent telephone manner or directly with existing and prospective clients
    • Managing and prioritising your workload
    • Remote support to our clients using both excellent verbal communication skills and remote management tools to provide excellent efficient support.
    • Onsite support to our existing client base, representing Nexus is a positive manner and providing excellent efficient support.
    • Work closely with the service delivery manager to drive performance and processes and promote a positive environment
    • Provision of escalation support for colleagues and clients. These will typically by the higher priority and more technically challenging issues
    • Provide technical leadership in all proactive tasks, identifying gaps and providing solutions that meet Nexus and client expectations 
    • Builds effective relationships both within the team and across the business and Professional Services
    • Awareness of the importance of Information Security policies and processes applicable to our organisation and our ISO27001 Certification.
    • Work with the professional services team on projects where you possess the relevant skills sets to be able to provide value.
    • Supporting our account managers and new business team with pre-sales work and keeping them updated on solutions / enhancements to our product and service portfolio.

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The Details

Salary: £37,000 - £45,000 per annum

We’re looking for a 3rd line Infrastructure and Cloud Engineer to provide an escalation point for support issues that other service delivery colleagues are unable to resolve, either remotely or at client sites as well as leading on specific projects / onboarding requirements.

Internally we call this role Service Delivery Consultant. 

Location: Exeter/Remote

We are hybrid working, offering flexibility to work from home and in our Exeter office. You’re likely to be in the office 1 day a week.

Hours: 37.5 hours per week

Our office hours are 8am until 6pm, we usually work a 7.5 hour day and try to be as flexible as we can to suit the needs of both the business and family life.

Who Will I be Working For?

We’re Nexus Open Systems, one of the South West’s leading IT solutions & managed services companies. Operating throughout the UK, we provide industry-leading services and solutions to over 1,600 clients.

IT is an ever-changing, fast-moving industry. Here at Nexus, we’re at the forefront as a Microsoft Gold Partner, in the top 1% of Microsoft partners worldwide. We have some of the most experienced engineers in the South West and choose to work with industry-leading technology & best-in-class partners.

About You

What do I need to succeed?

To succeed in a 3rd line Infrastructure and Cloud Support Engineer role, it is expected that you will possess:

  • Experience in the specification, design, deployment and support of a range of core products that Nexus OS provide support.
  • The ability to
    • Make sound decisions on short and longer-term priorities
    • Match the specific benefits of our ideas and services to viable solutions for our clients
    • Manage multiple tasks simultaneously
    • Demonstrate sound communication skills using a variety of platforms.
    • Articulate a requirement or issue in a coherent manner suitable to the audience.
    • Approach problem solving with a strong sense of ownership from identification to resolution.
    • Be innovative, self-motivated and target driven.

About Us

Why work for us?

We pride ourselves in being welcoming, dynamic and promoting a healthy work-life balance. As well as personalised Learning and Development schemes, we offer:

  • 31 days’ holiday (including bank holidays) which increases with length of service
  • Extra day off on your birthday
  • Instant reward and recognition scheme; earn gift cards for popular retailers
  • Regular social and fundraising events
  • Free Office 365 subscription and domain name
  • Pool table, bar football and retro gaming areas in the office
  • Cycle-to-work scheme
  • Enhanced pension scheme.

Essential Skills and Behaviours

  • As a 3rd line Infrastructure and Cloud Engineer you need to:

    • Be a well organised, hardworking, pro-active team player
    • Be friendly, personable and approachable
    • Be results driven, taking pride in achieving objectives
    • Have excellent communication skills – being able to successfully explain sometimes complex instructions to clients who have a range of technical understanding
    • Have the ability to build relationships and rapport with clients
    • Understanding clients’ needs and requirements through effective questioning
    • Be confident and Competent when supporting clients.
    • Be able to identify areas of improvement and constructively highlight to the relevant persons
    • Have the ability to record and document your time and any actions taken
    • Have an eye for detail
    • Be able to multitask and evaluate priorities
    • Be flexible and adaptable in completing a range of duties and tasks
    • Form part of a team that performs troubleshooting and provides resolution to technical issues for clients, be pro-active, able to prioritise workload and manage client expectations.
    • Have experience in working within SLA environments.
    • Have experience of an outsourced IT helpdesk and therefore identifying client needs and managing expectations within contractual commitments is essential.
    • Be confident in obtaining the relevant information and detail that allows you to resolve support issues efficiently, providing our clients with great client service.
    • Be accurate in recording fault & resolution details, you must be able to articulate technical detail in a manner that is suitable for the anticipated audience (Client, Colleague, Manager)
    • Be confident and competent in;
      • Remote support of technical infrastructure with a good telephone manner (Using remote management tools such as Teamviewer)
      • Windows OS administration, designing, installing, configuring and troubleshooting all aspects / role of Windows Server/Desktop
      • Installation of updates and service packs on servers, workstations and other hardware infrastructure whilst assessing business impact and risks associated with carrying out such work.
      • SSL Certificate management
      • Powershell / Scripting capabilities to automate / provide efficient solutions to technical administration challenges
      • ITIL and Prince2 Methodologies
      • Networking administration and troubleshooting skills in switching, routers and firewalls (Draytek, Sonicwall, Cisco)
      • Administration of virtual server environments including provision of servers from template. (HyperV and VMware)
      • Backup solutions, strategies and restoring data. (Backup Exec, Veeam, Datto)
      • Cloud solutions, Working knowledge of Azure from basic administration to assisting / managing migrations
      • Administration and Support for
        • Microsoft Skype for Business
        • O365
        • Microsoft Exchange On Premise & Hybrid
        • Microsoft Office 365 (And Migration and Deployment)

Desirable Skills

  • Microsoft SCCM
  • Microsoft SharePoint administration and support.
  • SANs and accompanying technologies
  • Citrix XenApp & XenDesktop.
  • Unified Communications / Session Board Controllers


Plus Learning and Development

We prefer certification to evidence your ability to learn and deliver excellent IT support, however if you can evidence your expertise and are confident you can pass exams we’ll support you in your learning and development. 

For a 3rd Line Infrastructure and Cloud Support Engineer we’d particularly like Microsoft Certifications of Associate, Administrator or Architect level.

Other certifications of interest are:

  • ITIL foundation,
  • Prince2 foundation,
  • VMware VCP,
  • Veeam Certified Engineer (VMCE),
  • Datto Technical Specialist,
  • Webroot Technical Competency,
  • Barracuda Email Security Engineer,
  • Dell and other major IT vendor accreditations.