Support Engineer Level 3 (Server / Storage)
Job Title Support Engineer Level 3 (Server Storage)
Reports to Head of Service Operations
Location Flexible – Cameo Head Office (Leicester) / Hybrid / Remote
Shift Pattern 9am to 5.30pm Monday to Friday (excluding public holidays), out-of-hours standby rota.
Salary Depending on experience (can be negotiated)




Cameo is a leading IT & Telephony Services provider specialising within the enterprise environment, operating as the UK’s leading genuine white-label channel-only operating within the UK, Europe and globally. We provide a variety of high-quality, efficient, and secure services focused on maximising our customers’ uptime! We know that a company is only as good as its people. We also know that people can only achieve their best when they’re properly supported. That’s why we ensure you are given everything you need to do a great job, and you are always rewarded for hard work.

The Role: 

Working within our Support team and alongside our Technical Teams. The role includes responsibility for a wide range of prominent tasks within our operational service delivery function; from mentoring L1 / L2 support technicians, being an escalation point for in-depth, complex technical issues and being a lead point for diagnostics and triage activities. All to ensure we resolve our customers’ faults first time and within agreed contractual service levels.  

As a Support Engineer (L3) you will have in-depth technical knowledge of one or possibly two tier-one IT products supported by Cameo, those being, but not limited to HPE, Dell, IBM, Lenovo, EMC, Netapp, Hitachi, Cisco, Fortinet. Additionally, a high-level understanding of any of the aforementioned platforms would be highly desirable. You will also have the maturity and ability to mentor colleagues who the company needs to progress and uplift to higher levels of technical competency. A strong background in parts compatibility and identification is essential.

Customer experience and customer excellence lie at the heart of our team ethos, it is therefore critical that the team receives the very strongest levels of support to aid their development, encourage progression, support the operational functions, and provide confidence and assurance in the delivery of these essential back office activities. Therefore the role includes a requirement for excellent colleague communication skills, organisational competency, proactive attitude towards problem-solving, and a high level of technical ability.

Core office hours are 9am to 5.30pm. Participation in an out-of-hours standby rota will be required. This is to support a very small number of incidents that are opened outside business hours which cannot be handled by the L1 / L2 shift operatives.


The role encompasses a collaborative approach to working with colleagues, peers, and management alike. Problem management and ownership are essential and a positive outlook on difficult issues will be required at all times.  The main focus is to be part of Cameo’s Continual Service Improvement Programme (CSIP) to ensure the delivery of an excellent service both now and in the future.

Always striving for service excellence and customer satisfaction, your role will include:

  • Accept cases that are escalated by Level 1 and Level 2.
  • Manage assigned open cases providing customer resolution within the SLA, i.e. providing responses, updates, case comments, and setting tasks & events.
  • Utilise unique responses to call home alerts and diagnostic logs to troubleshoot complex issues as they arise.
  • When required there will be an expectation to take L2 escalation tasks to minimise overflow and reduce the amount in the L2 queue when time permits and as management requests.
  • Utilise Remote and Diagnostics tools as needed to assist customers in intermediate/advanced troubleshooting.
  • Ability to provide Root Cause Analysis for incidents that require Severity 1 response.
  • Coordinate and dispatch Field Engineers for Remote Hands Requests when applicable, ensuring all necessary details are included to perform the required task.
  • Ability to travel for scheduled work and the possibility of emergency projects.
  • On-Call Rotation
  • Mentor and assist in developing Technical Specialists and NOC/Help Desk staff.
  • Regular attendance and timeliness. 

What we’re looking for: 

The ideal person for this role will have a wealth of experience in an IT Hardware Support environment. Delivering an excellent service operations experience is key for this role.


  • Strong technical skills
  • Problem-solving capability
  • In-depth knowledge of Tier One server and storage systems
  • Great colleague communication credentials
  • Excellent IT system parts knowledge
  • Flexible, can-do attitude, embraces change
  • Pro-active knowledge sharing with a thirst for improvement


  • Background/knowledge/awareness of the wider corporate strategies and goals of the Cameo organisation 
  • Experience in working to and meeting tight deadlines
  • A hunger for learning and self-development
  • An ambition for progression

What you’ll gain:

  • Personal growth within a supportive and collaborative role.
  • The chance to gain experience working within a fast-paced Communications and IT company.
  • Working with a team of highly skilled Individuals.
  • Empowerment within your role to make decisions and improve processes to help further the performance of Cameo.
  • Competitive salary.
  • Access to private healthcare (once the probation period has been passed)
How to apply?

Send your CV to:

Our Values: 

These four key values are at the heart of everything Cameo

Talent is our Secret Sauce. Simple as that. We look after our people well and they look after you well. Culture is how we get and retain the best in the industry to consistently deliver great service. Every Time.


That’s non-negotiable. The industry needs to do better and we’re taking the lead. Our processes are designed with the Environment as a stakeholder. Cutting carbon emissions and waste, wherever we can. Turns out it helps the bottom line too.


We own every part of every process in our Services. Engineers, Operations and Administration. Your Customer Experience is handled by #TeamC every step of the way, from the first call to delivery. This gives us complete quality control at every stage. Faster. More Reliable. More Cost Effective.


Your Success is our Success. Cameo is a genuine Channel-Only partner. This means we will never sell directly to your end users. We are constantly expanding our Operational capacity to be ready for our Partners’ growth. Making sure we’re always providing the best Services.