3rd Line Support Engineer

Senior 3rd Line Support Engineer/Azure/M365/Customer Success Specialist (MSP)
Location: Bristol Office-based 4 days per week + customer site visits
Salary: £43k + benefits
Start: ASAP (Immediate or up to 4 weeks' notice)

Role Overview:

We are seeking an experienced Senior 3rd Line Support Engineer to join our MSP environment in a highly customer-facing, escalation and mentoring-focused role.

This position blends senior technical support, customer success, and service improvement, acting as both a technical escalation point and a trusted advisor to customers. You will support multiple clients, work closely with service desk and consulting teams, and play a visible role in improving customer outcomes, service quality, and adoption of managed services.

This is an ideal role for someone with strong MSP experience, an appetite to coach and mentor others, and a desire to progress into technical leadership or service management.

Core Purpose:

• Drive customer satisfaction, retention, and service excellence
• Act as 3rd line escalation for complex, high-impact incidents
• Support onboarding, adoption, and ongoing customer success
• Provide a higher-level view of customer environments and engagement
• Use data and insight to proactively improve service delivery

Key Responsibilities:

• Issue Resolution & Senior Support
• Act as the primary escalation point for priority and complex technical incidents
• Lead troubleshooting activities across infrastructure, cloud, and security platforms
• Work closely with 2nd line engineers, providing guidance and mentoring
• Maintain and improve technical documentation and knowledge bases

Proactive Engagement & Customer Success:

Monitor customer health and service desk data to identify risks and improvement areas

Conduct regular customer check-ins and service reviews

Support customer site visits where required

Act as a customer advocate internally

Onboarding, Adoption & Training:

Lead technical onboarding of new customers and services

Deliver knowledge transfer and training to customers and internal teams

Track onboarding progress and platform adoption

Service Improvement & Data Analysis:

Analyse service desk metrics, alerting, and monitoring data

Drive continuous improvement, best practices, and process optimisation

Contribute to ITIL-aligned service delivery improvements

Commercial Awareness:

Identify opportunities for upsell and cross-sell in collaboration with account teams

Provide technical input into customer roadmaps and service evolution

Technical Environment:

You will work across a modern MSP technology stack, including:

End User & Workspace

Microsoft 365 Admin

Azure & Entra ID (Azure AD)

Identity & Access Management

Endpoint Management (Intune)

Defender & security tooling

Infrastructure & Platforms

Windows Server, AD, Exchange

VMware & Hyper-V

Backup and recovery solutions

Storage, server, and hardware operations

VM life cycle management

Cloud & Hybrid

Azure services

Hybrid cloud design and support

Cloud and virtual platform operations

Networking

LAN/WAN

Cisco networking

RDP, monitoring, alerting

Security

Cybersecurity fundamentals

Security principles and best practices

Endpoint and cloud security monitoring

Required Experience & Qualifications:

• 2-5 years' experience in an MSP environment
• Strong experience in 2nd/3rd line support with escalation ownership
• Proven ability to support multiple customer environments
• Experience mentoring, coaching, or leading by influence on a service desk
• Exposure to customer-facing service reviews and stakeholder engagement
• ITIL Foundation (Required)
• Bachelor's degree or equivalent hands-on experience
• Experience using ITSM & CRM platforms (Autotask, Halo or similar)

RSG Plc is acting as an Employment Agency in relation to this vacancy.