3rd Line Support Engineer

Role: 3rd Line IT Engineer

Locations: London | Hybrid (1–2 days in office)

Salary: £45,000 – £50,000

Are you a senior MSP engineer who enjoys solving complex technical problems, working on real infrastructure projects, and being trusted as the escalation point, not stuck firefighting password resets?

We’re working with a well-established Managed Service Provider looking to add an experienced 3rd Line IT Engineer to their technical team. This is a senior, hands-on role where you’ll focus on complex escalations, infrastructure improvements, and project delivery, rather than pure service desk volume.

The Role

As a 3rd Line Engineer, you’ll act as the senior technical escalation for the service desk while working closely with the infrastructure and networking teams. You’ll take ownership of high-impact issues, lead on root cause analysis, and play a key role in designing and improving client environments.

This is a client-facing role, so clear communication and confidence working with stakeholders is just as important as strong technical skills.

What You’ll Be Doing

• Acting as the final escalation point for complex incidents and problems
• Troubleshooting and resolving issues across servers, cloud, networking, and security
• Leading and contributing to infrastructure and cloud projects (migrations, upgrades, improvements)
• Working across Windows Server, Microsoft 365, Azure, and virtualised environments
• Performing advanced configuration and troubleshooting of firewalls, WAN/LAN, backups, and DR
• Carrying out root cause analysis and implementing long-term fixes
• Creating and maintaining high-quality technical documentation
• Mentoring 1st and 2nd Line engineers and raising technical standards
• Providing technical input into solution design and client proposals
• Participating in an out-of-hours rota (where required)

What We’re Looking For

• Strong experience working in an MSP / service-led environment
• Proven background operating at 3rd Line / Senior Engineer level
• Excellent knowledge of:
• Windows Server (AD, GPO, DNS, DHCP)
• Microsoft 365 & Azure (Exchange Online, Entra ID, hybrid setups)
• Virtualisation (Hyper-V / VMware)
• Networking (TCP/IP, LAN/WAN, firewalls)
• Experience supporting multiple client environments
• Confident communicator who can engage with both technical and non-technical stakeholders
• Someone who enjoys problem ownership, not just ticket closure

Nice to Have

• Azure infrastructure (IaaS, networking, security)
• Security-focused experience (MFA, Conditional Access, endpoint security)
• Project delivery experience
• Relevant certifications or degree-level education

What’s On Offer

• £45,000 – £50,000 salary
• Hybrid working – 1–2 days per week in the London office
• Exposure to varied, complex technical environments
• Genuine opportunity to influence technical standards and service quality
• A role that balances deep technical work with project exposure
• Clear trust and autonomy, no micromanagement

If you’re a 3rd Line Engineer looking for a role where your technical expertise is genuinely valued, and where you can work on more than just tickets, this is well worth a conversation.