3rd Line Support Engineer

3rd Line Support Engineer (Infrastructure & Cloud) | Liverpool | Up to £35K & Great Benefits

We’re growing our technical operations and are looking for a senior-level Third Line Support Engineer to take ownership of complex issues, lead escalations, and deliver high-quality infrastructure and cloud solutions across our client base.

If you love solving challenging technical problems, leading projects, and being the go-to technical authority in a fast-paced MSP environment — this role is for you.

What We Offer:

• Competitive salary (£30k - £35k) aligned with senior technical ability
• Clear technical development & certification pathway
• 22 days holiday + bank holidays
• Pension scheme & benefits
• Opportunity to work with cutting-edge cloud & security technologies

Key Responsibilities of 3rd Line Support Engineer:

Advanced Support & Escalations

• Act as the senior escalation point for complex incidents from 1st & 2nd Line.
• Troubleshoot issues across Azure, Microsoft 365, servers, virtualisation, networking, and security tools.
• Perform root-cause analysis and document long-term fixes.
• Ensure SLA compliance and deliver a high-quality support experience.

Infrastructure & Cloud Management

• Manage Azure resources (VMs, networking, security, automation).
• Maintain Windows Server, AD, DNS, DHCP, GPO, and hybrid setups.
• Oversee patching, monitoring, backups, and system health across client estates.
• Implement and maintain security best practices.

Project Delivery

• Lead migrations, deployments, security improvements, and infrastructure upgrades.
• Plan and document solutions, producing low-level designs and technical scopes.
• Work closely with Technical Leads and project managers to deliver successful outcomes.

Client Interaction

• Attend client sites for escalations, installations, or project work when required.
• Communicate confidently with technical and non-technical stakeholders.
• Provide proactive recommendations to improve stability, security, and performance.

Team Contribution

• Mentor 1st–2nd Line engineers and support knowledge sharing.
• Help refine internal processes, documentation, and technical standards.
• Support the adoption of new tools, platforms, and technologies.

Skills & Experience Needed

Essential

• 4–10 years' experience in IT support, ideally within an MSP.
• Strong capability across; Microsoft 365 & Azure, Windows Server, AD, DNS, DHCP, GPO, Networking — VLANs, routing, firewalls, switching, Hyper-V / VMware, Backup & DR solutions, Security tooling, MFA, conditional access
• Proven ability to resolve complex technical issues and take ownership.
• Strong documentation, communication, and time-management skills.

Preferred

• Calm, structured approach to problem-solving.
• Confident dealing with senior stakeholders and business owners.
• Proactive mindset — not just fixing issues, but improving environments.
• Enjoys mentoring and supporting skill development in others.
• Comfortable on-site when required.

Why Join Us?

Technology environments are becoming increasingly cloud-first, secure, and business-critical — and you’ll play a key part in shaping them. This role gives you exposure to diverse client environments, advanced cloud technologies, and high-level technical challenges within a growing MSP that values expertise and long-term client partnerships.

If you’re a senior engineer who loves complex challenges and delivering smart, elegant solutions, we’d love to hear from you.

Apply today and take the next step in your technical career.