3rd line Engineer- MSP

3rd Line Support Engineer, MSP, Customer solutions, Microsoft,

A leading provider of MSP solutions is seeking a solid and reliable 3rd line Engineer with a good background in Microsoft.

The role:

Be the main point of contact for escalations within the service desk

Lead problem and major incident investigations

Efficiently progress tickets within ConnectWise Manage - resolve Incident, Problem and 'non-standard' Request tickets as assigned.

Consult with senior colleagues in the Professional Services team or Microsoft/third-party support as required.

Keep detailed notes and time entries within tickets

Act as a peer reviewer for change control submissions

Represent Managed Services during service transition phases as projects move through hyper-care into operations

Documentation and processes

Follow existing and create new detailed procedures when required

Review procedures created by other members of the team

Ensure that the documentation is up to date when any changes are made to services

Complete time and expense reporting requirements

Act as the SME

Consult the Service Desk Manager and/or Account Managers on new technology being proposed during client demos.

Assist in resolving escalations/complaints.

Deliver lunch and learns to other engineers within the business on troubleshooting methods and new functionality, ensuring knowledge sharing is preserved.

Be the go-to engineer for junior staff - coach and support the engineers in resolving technical issues.

Collaborate with the wider team members to drive service desk tickets through to resolution.

Lead by example and promote an inclusive and respectful working environment.

Demonstrate and maintain excellent written communication and outstanding customer service skills, both over the phone and in person.

Skills required:

BSc (or equivalent) in Computer Science / Information Technology, or a related field

Experience in providing 3rd Line Technical Support

Experience of working in a busy MSP service desk environment in a structured, ITIL-driven framework (including Incident, Change and Problem Management)

Technical skills

Experience of acting as the 'go-to' person during Major Incidents, including providing RCAs/ RFOs

Experience in:

Microsoft Cloud Stack: Azure, ASR, WVD, Endpoint Manger

Azure Active Directory (Identity, MFA, Conditional Access)

Supporting M365 environment

Microsoft Active Directory, Exchange, AOVPN, Windows Server OS

Intune, Endpoint management, MDM

Scripting languages such as PowerShell

Knowledge of File System Technologies

Knowledge of domain services: DNS, DHCP, VPN etc.

3rd Line Support Engineer, MSP, Customer solutions, Microsoft,

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.