3rd Line Support Engineer
Job Description
Please ensure you read the below overview and requirements for this employment opportunity completely.
Role: 3rd Line Support Engineer
Location: Central London
Salary: £45,000 - £50,000 Plus 28 Days Holiday, Paid Certifications/Qualifications, Healthcare, Hybrid Working and more!
A leading, accredited MSP in Central London with a highly skilled Service Desk are looking for a 3rd Line Support Engineer to join their team. They support a broad client base and run a structured escalation function for P1 and P2 incidents.
You will join as a senior escalation point on the Service Desk, working closely with the Service Desk Manager, Escalations Team Leader and other senior engineers to ensure business critical issues are resolved quickly and properly.
This is a hands-on 3rd line role, with responsibility for both resolution and technical guidance to 2nd line engineers.
Key Responsibilities
• Own and resolve high priority (P1/P2) escalations
• Troubleshoot across Microsoft cloud, servers, virtualisation and networking
• Support and guide 2nd line engineers on complex issues
• Manage tickets and communication via ConnectWise
• Work with third parties and senior stakeholders to reach resolution
Core Technologies:
• Microsoft 365 including Exchange Online, SharePoint and Teams
• Microsoft Azure (IaaS, networking, identity)
• Windows Server administration and troubleshooting
• VMware and Hyper-V virtualisation platforms
• Active Directory, Group Policy and Entra ID
• Networking fundamentals including firewalls, xkybehq switching and connectivity
What They’re Looking For:
• 3+ years experience in an MSP, ideally in 3rd line or senior 2nd line escalation
• Strong troubleshooting ability and calm under pressure
• Strong stakeholder communication (internal and external)
• ITSM/MSP tooling experience
Keywords:
3rd Line Support Engineer, MSP, Service Desk, Escalations, Microsoft 365, Azure, Windows Server, VMware, Hyper-V, Active Directory, Networking, ConnectWise, Central London