Job Description
We are seeking an experienced 3rd Line Support Engineer to join a growing Managed Services team. This is a senior technical role where you will act as the final escalation point for complex technical issues, delivering expert troubleshooting, root cause analysis, and long-term solutions across a diverse customer base.
Working within a fast-paced MSP environment, you will support modern on-premises, virtualised, and cloud infrastructures while contributing to service improvements, mentoring junior engineers, and enhancing operational standards.
Key responsibilities:
* Act as the technical escalation point for 1st and 2nd Line Support Engineers
* Take ownership of complex incidents and problems through to resolution
* Provide advanced support via ticketing systems, telephone, email, and remote access tools
* Perform in-depth troubleshooting across infrastructure, cloud, and end-user computing environments
* Conduct root cause analysis and implement permanent solutions
* Manage and prioritise multiple technical issues while adhering to SLAs
* Monitor and respond to alerts generated by remote monitoring and management tools
* Maintain accurate technical documentation, knowledge base articles, and customer records
* Identify opportunities to reduce recurring incidents and improve service delivery
* Support continuous improvement initiatives across processes, tools, and technical standards
* Communicate effectively with customers, translating technical concepts into clear business language
* Mentor and support junior members of the technical team
Essential:
* Proven experience in a Senior Support Engineer or 3rd Line Support role
* Strong knowledge of Windows Desktop and Windows Server operating systems
* Microsoft 365 administration including Exchange Online, Intune, and Entra ID (Azure AD)
* Active Directory, Group Policy, and core Microsoft infrastructure services
* Networking fundamentals including TCP/IP, DNS, DHCP, VLANs, and VPN technologies
* Experience with firewalls, switches, and network infrastructure devices
* Virtualisation technologies such as VMware, Hyper-V, or similar
* Microsoft Azure administration, including Azure Virtual Desktop (AVD/WVD)
* Citrix environments and troubleshooting
Desirable:
* Experience with cybersecurity tools and security-focused troubleshooting
* Scripting, automation, or Infrastructure as Code exposure
* Previous mentoring or coaching experience
Benefits:
* Starting annual leave entitlement of 25 days, increasing with service up to 28 days
* Private medical insurance
* Discounted healthcare plans
* Virtual GP access
* Employee Assistance Programme
* Eye care scheme
* Health and wellbeing support programmes
* Dedicated wellbeing resources and support
* Ongoing training and professional development opportunities
* Career progression within a growing technology organisation
Please feel free to apply if you meet the criteria.