Third Line Support Engineer

Job Title: Third Line Support Engineer
Location: Lockerbie or Larbert
Contract: Full time, permanent

James Jones & Sons Ltd is a 5th generation family business and one of the UK’s largest and most progressive timber processing companies with core activities in timber harvesting, sawmilling, pallets & packaging, and distribution. We operate from 25 sites across the UK, 19 Australian and 2 New Zealand sites and employ over 2,100 people. In the UK, we operate seven sawmills throughout Scotland and the north east of England: an engineered wood manufacturing plant in the north of Scotland and pallet and packaging operations at 14 sites across the UK. We produce high quality, British grown timber for the UK construction, landscaping, and agricultural sectors; market-leading JJI-Joists for the housebuilding and construction markets and pallets and packaging for blue chip domestic and exporting businesses.
For further information about James Jones & Sons Ltd, visit www.jamesjones.co.uk

About the role:
We are looking to appoint a Third Line Support Engineer to join our IT team, to support the continuity of service for all IT equipment and services across the business. The successful candidate will resolve support tickets that are raised by their colleagues and work closely with our IT team to ensure business objectives are met.

Day to day, this will consist of troubleshooting software and hardware, a crucial part of this role would be ensuring that objectives are achieved whilst adhering to our security protocols. This will involve working closely with third party partners and suppliers in addition to our managed service provider who maintains our network.

This role will be office based at the Lockerbie or Larbert site. The Lockerbie site is home to a wide range of manufacturing processes and also contains multiple office spaces and meeting rooms. The Larbert office is the company head office in the UK.

Candidates should have a willingness to learn new skills, especially outside areas of existing knowledge, be adaptable to change in a dynamic environment and be self-reliant, focused, and able to work on your own initiative. Career progression into project-related technical roles would be encouraged as a career path, pending formal review and appraisals.

Essential Skills & Knowledge:

• Good written and verbal communication skills
• Good analytical and problem-solving skills
• An ability to manage workload and prioritise urgent items accordingly
• A working understanding of network and data security
• Ability to advise, guide, and communicate technical issues to non-technical staff
• Experience with Microsoft365 and Windows Server environments
• Occasionally support IT projects and initiatives outside core responsibilities
• Good experience of IT networking, including VLANs, switching, and firewalls
• Full driving license

The following Skills and Knowledge would be an advantage:

• Experience of working within manufacturing environments
• Experience configurating Intune, app packaging and Autopilot deployments
• Experience configuring and deploying network devices
• Relevant professional qualifications

Key tasks and responsibilities:

• Monitoring the helpdesk and resolving IT issues efficiently
• Following ticket escalation procedures
• Administer Microsoft 365, Azure AD, and hybrid cloud environments
• Maintain and develop IT documentation and internal knowledge base
• Mentor and support 1st and 2nd line engineers, sharing expertise and best practices
• Liaise with third-party vendors, managed service providers, and internal stakeholders to support or modify existing IT solutions
• Ensure compliance with security protocols and contribute to continuous service improvement
• Actioning some 1st and 2nd line tickets as required, including
o Configuring and rolling out machines for new and existing users
o Upgrading or repairing hardware when required
o Installing, configuring and supporting a variety of printers and drivers
o Supporting users to use Windows 10/11 and Office 365 effectively and resolving any issues
• Support the use of iPhones and Android devices
• Support CCTV systems
• Procuring hardware and software as required
• Occasionally support IT projects and initiatives
• Take ownership of escalated tickets
• Travel to other UK sites when required
Applicants must be able to demonstrate at least 5 years IT experience in a helpdesk or technical role

Qualifications:

Any relevant technical qualifications will be considered

Benefits package includes:

• Competitive salary (depending on experience)
• 33 days holiday
• Employer Pension contribution
• Annual Bonus based on Company and individual performance
• Health & Wellbeing services (Remote GPs, Mental Health Support, Physio)
• Life Assurance Cover

Recruitment Process:

• 1st round interviews will be carried out by Teams
• 2nd round face-to-face interview
• Applications should be sent to – Recruitment@jamesjones.co.uk

All applicants must have the right to work in the UK without the need for sponsorship.

Closing date: 5th January 2026