Job Title: 3rd Line Support Engineer
Location: London (Office-based during probation, then hybrid 2/3 split)
Job Type: Permanent
Salary: Up to £45,000
Start Date: ASAP
Overview
I’m seeking an experienced 3rd Line Support Engineer to join my client, a well-established MSP with over 30 years in the industry. In this role, you’ll handle escalations, complex technical issues, and major incidents, acting as the subject matter expert for challenging cases. You may occasionally be required to visit London-based customers onsite to provide hands-on troubleshooting and resolution.
This candidate MUST have experience working as a 3rd Line Support for an MSP.
Background & Experience
* BSc (or equivalent) in Computer Science, Information Technology, or related field
* Proven experience delivering 3rd Line Technical Support
* Strong background working in a busy MSP service desk environment within an ITIL-driven framework (Incident, Change, and Problem Management)
Technical Skills
* Microsoft Cloud Stack: Azure, ASR, WVD, Endpoint Manager
* Expertise in managing Major Incidents, including Root Cause Analysis (RCA) and Reason for Outage (RFO) reports
* Azure Active Directory (Identity, MFA, Conditional Access)
* Microsoft 365 administration and support
* Microsoft Active Directory, Exchange, AOVPN, Windows Server OS
* Intune, Endpoint Management, MDM solutions
* Scripting with PowerShell
* Knowledge of File System Technologies
* Strong understanding of core domain services: DNS, DHCP, VPN