Senior IR Systems Engineer (2nd/3rd Line Helpdesk Support)

The Job:

We’re delighted to be assisting our client with their need for a Senior IT Systems Engineer / Helpdesk 2nd / 3rd Line Support to join their growing IT team.

About the Role:

On behalf of our client we are seeking a highly skilled Senior Engineer / 2nd /3rd Line Helpdesk Support to support and maintain the existing managed IT support client base, while acting as the technical escalation point for the Service Desk team. This is a varied and hands-on role with responsibility for their service desk, escalations, and involvement in technical leadership across the business.

This role will be office based three days per week, with two days working from home.

Key Responsibilities will include:

• Acting as the technical escalation point for the IT Service Desk

• Providing support via tickets, email and phone

• Assisting with pre-sales technical support

• Leading the response during P1 critical issues

• Completing BAU tasks including patch management, vulnerability management, and backend system troubleshooting

• Onboarding new clients when needed

• Supporting non-technical colleagues with escalated issues

• Reporting directly to the Service Desk Manager

The Person:

For this role, our client is seeking someone with a strong technical background in IT support, particularly within Azure and Microsoft 365 environments. Experience in an MSP environment is highly desirable.

• Previous experience in a Senior Engineer / 2nd /3rd Line Support helpdesk role

• Strong technical knowledge of Azure, Microsoft 365, and Windows Server OS

• Experience with Active Directory, DNS, Remote Desktop Services, and network support

• Understanding of virtualisation, backup, and disaster recovery solutions

• Ability to manage and prioritise workload effectively

• Excellent customer service skills, both written and verbal

• Good documentation habits and attention to detail

• Willingness to complete Microsoft certifications (AZ-104, AZ-304, AZ-700, AZ800/801)

• A full driving licence is essential

The Salary:

£35-40,000 depending on experience

The Hours:

Monday – Friday 9am – 5.30pm

The Location:

Bristol – Hybrid working (3 days in the office)

The Benefits:

Free Microsoft training and certifications with ongoing professional development

24 days holiday Bank Holidays which increase with experience

Car Parking

Pension