Salary: £45,000 - 50,000 per year Requirements: 3–5 years experience in a 3rd Line / Senior Service Desk / MSP role Strong Microsoft Cloud knowledge (Microsoft 365, Teams, Azure) Windows Server, virtualisation & network troubleshooting Experience with ITSM / PSA tools (ConnectWise, BrightGauge, ITBoost, SmileBack, CrushBank) Excellent communication skills and calm approach to critical incidents UK MSP experience strongly preferred Microsoft certifications (AZ / MS / M365) (desirable) Firewall & switching experience (desirable) Responsibilities: Resolve complex 3rd Line escalations across Microsoft & infrastructure technologies Troubleshoot Microsoft 365, Azure, Windows Server 2016/2019 Support VMware, Hyper-V, networking, firewalls and switches Act as a technical escalation point for 2nd Line Engineers Work closely with Service Desk Management on priorities & workload Use ConnectWise (PSA/ITSM) to manage tickets and escalations Liaise with internal teams, clients, and 3rd-party vendors Technologies: Azure Cloud Firewall Hyper-V Support ITSM Microsoft 365 Network VMware Windows Office 365 More: We are a highly accredited Managed Service Provider (MSP) located in London, seeking an experienced 3rd Line IT Support Engineer to join our senior Service Desk team. This is an exciting opportunity for a strong technical engineer with an MSP background who thrives in resolving P1/P2 escalations in a fast-paced environment. Our company offers supportive team dynamics, opportunities for professional development, and a collaborative work environment. last updated 6 week of 2026