At BDR Group, we deliver first-class technology solutions through highly trained technical teams, a strong commitment to customer service, and a culture built around excellence, teamwork, and long-term growth. As a family-run business, we take pride in creating an environment where people can thrive, develop, and make a real impact.
We are looking for an experienced Tier 3 IT Support Engineer to join our technical support function and act as a senior escalation point for complex incidents, service issues, and problem management activity. This is an exciting opportunity for a technically strong, customer-focused professional who enjoys solving challenging problems and helping deliver exceptional service every day.
The Role
As a Tier 3 IT Support Engineer, you will play a key role in maintaining service quality across customer environments by resolving high-level technical issues, supporting critical incidents, and working closely with wider support and infrastructure teams to drive continuous improvement.
Key Responsibilities
- Act as the senior technical escalation point for complex support incidents and service requests
- Troubleshoot and resolve advanced issues across infrastructure, networking, systems, and cloud services
- Support major incident management, ensuring effective communication, ownership, and technical resolution
- Identify root cause and implement long-term fixes to improve stability and performance
- Work closely with Tier 1 and Tier 2 teams to provide technical guidance and knowledge sharing
- Create and maintain high-quality technical documentation, knowledge articles, and support procedures
- Contribute to service improvement initiatives, platform upgrades, and operational best practice
- Deliver a consistently high standard of customer service in line with our commitment to excellence
What We’re Looking For
- Proven experience in a Tier 3 IT Support, senior escalation, or advanced technical support role
- Strong troubleshooting experience across Microsoft environments, infrastructure, and networking
- Good knowledge of technologies such as:
- Windows Server
- Microsoft 365 / Azure
- Active Directory / Entra ID
- DNS, DHCP, TCP/IP, VPNs and firewalls
- Virtualisation platforms such as VMware or Hyper-V
- Endpoint and device management tools
- Experience working within a fast-paced support environment with a strong service mindset
- Excellent communication skills and the ability to remain calm and focused under pressure
- A proactive, team-oriented approach with a genuine passion for delivering great outcomes for customers
Why Join BDR Group?
At BDR Group, you’ll be joining a business that values quality, integrity, teamwork, and personal development, and one that aims to provide a fun, safe and accepting place to work with real opportunities for growth. Public careers messaging also highlights structured development, mentorship, and a supportive team environment.
What We Offer
- Career development within a growing and forward-thinking business
- Ongoing training, support, and opportunities to expand your technical expertise
- A collaborative, supportive, and high-performing team environment
- The chance to work with a business that values excellence in service and long-term customer relationships
Apply Now
If you’re a skilled support professional who enjoys resolving complex technical issues and wants to be part of a business that values both excellence and people, we’d love to hear from you.
Apply today and grow your career with BDR Group.
