Position
3rd Line Support Engineer - Azure, MSP, Incident Management, Problem, Microsoft
John Goddard Associates is seeking a solid and reliable 3rd Line Engineer to act as their engineer in major incidents. This is a highly influential role within the managed services department, delivering best‑in‑class service to all customers.
Role Summary
You will have a strong background in supporting Microsoft technologies, especially Azure, across cloud, modern workplace, endpoint management and security. As the 3rd Line Support Engineer, you will focus on resolving escalations, problems and major incidents. You may, from time to time, visit our London‑based customers in person to help resolve the most challenging troubleshooting cases, acting as the subject‑matter expert.
During the probationary period you will work in the office Monday‑Friday. After this period you will have the option to work in a hybrid model (3 days in the office, 2 days from home).
Responsibilities
* Resolve escalations, problems, and major incidents.
* Act as the subject‑matter expert and visit customers in London as needed.
* Work with the service desk team from the modern London office.
* Participate in incident, change, and problem management within an ITIL‑driven framework.
* Provide RCAs/RFOs for major incidents.
Qualifications
* BSc (or equivalent) in Computer Science, Information Technology, or related field.
* Experience in providing 3rd Line Technical Support in a busy MSP service desk environment.
* Experience acting as the go‑to person during major incidents – including RCAs/RFOs.
* Technical expertise in Microsoft Azure (Site Recovery, Windows Virtual Desktop, Endpoint Manager), Azure Virtual Desktop, FSLogix, Azure AD (Identity, MFA, Conditional Access).
* Administration and support of Microsoft 365, Microsoft Active Directory (on‑prem), Microsoft Exchange (on‑prem and hybrid), Always On VPN (AOVPN), Windows Server OS, Intune (Endpoint Management, MDM), file‑system technologies, domain services (DNS, DHCP, VPN).
Additional Information
McGregor Boyall is an equal opportunity employer and does not discriminate on any grounds.
Seniority level
Entry level
Employment type
Full‑time
Job function
Information Technology
Industries
IT System Training and Support
Location
London, England, United Kingdom (Hybrid model after probation)
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