3rd Line IT Technician

We're currently recruiting for a 3rd Line IT Technician to join an award winning MSP in Norwich.

As a senior technical escalation point responsible for resolving complex infrastructure, networking, and endpoint management issues across a managed services customer base.

The role has strong ownership of Azure infrastructure, networking, and Microsoft Intune device management, supporting escalations from 2nd line engineers and delivering onboarding and project work for new and existing clients.

You will operate in a fast paced MSP environment, balancing reactive escalations with proactive improvement, automation, and project delivery.

Key Responsibilities

Escalations & Advanced Support

• Serve as the final escalation point for high-severity incidents (P1/P2) from 2nd line support.

• Lead investigations to resolve complex issues, performing root cause analysis (RCA) and implementing lasting solutions.

• Maintain high-quality knowledge base articles and runbooks for internal and client use.

Networking

• Troubleshoot and configure networking components, including switches, routers, and firewalls.

• Manage:

  • VLANs, inter-VLAN routing, DHCP, and DNS.

  • Site-to-site and remote access VPNs (IPSec/SSL).

  • SD-WAN and multi-site connectivity.

• Optimize wireless network performance and deployment.

• Use packet captures, logs, and monitoring tools to diagnose intricate network issues.

Azure Infrastructure & Networking

• Design, deploy, and manage Azure IaaS solutions, including Virtual Machines, storage, availability sets/zones, and disaster recovery.

• Configure and support Azure networking:

  • VNets, peering, NSGs/ASGs, UDRs.

  • Azure Firewall, Bastion, Private Endpoints, and Private DNS.

• Facilitate hybrid connectivity between on-premises and Azure environments.

• Ensure security, governance, and cost management best practices are applied.

Microsoft Intune & Endpoint Management

• Design, implement, and manage device enrollments for Windows (Azure AD Join & Hybrid Join), iOS, iPadOS, Android, and macOS devices.

• Develop and maintain configuration profiles, compliance policies, security baselines, and conditional access integrations.

• Oversee application deployment, updates, and remediation.

• Troubleshoot advanced Intune issues escalated from 2nd line engineers.

• Manage Windows Autopilot deployments and device lifecycle processes.

• Align endpoint management practices with Zero Trust and security best practices.

Projects & Client Onboarding

• Lead technical delivery for client onboardings, covering:

  • Discovery, audits, standardization, and remediation.

  • Documentation and service handover.

• Drive infrastructure and endpoint-related projects, including:

  • Intune migrations and standardization.

  • On-premises to Azure migrations.

  • Network refreshes and firewall replacements.

Service Improvement & Mentorship

• Identify recurring issues and contribute to problem management processes.

• Mentor 2nd line engineers, particularly in areas such as Intune, Azure, and networking, helping them build technical expertise.