Senior IT Support Engineer

Senior IT Support Engineer, 3rd Line

Location: Remote / Walsall, West Midlands

Salary: £35,000 - £40,000 + Benefits

Our client, a well-established and fast-growing Managed Services Provider (MSP), is looking for an experienced and proactive Senior 3rd Line Engineer to join their expert technical team. This is a fantastic opportunity for a seasoned professional to take on a senior technical and supervisory role, working with a wide variety of clients and technologies across cloud and on-premise environments.

As a key senior figure in the team, you’ll not only handle high-level escalations and complex infrastructure support but also provide guidance, mentorship, and oversight to 1st and 2nd Line Engineers. This role is ideal for someone who thrives in a fast-paced MSP setting, enjoys working with diverse environments, and has a passion for technical leadership.

Senior IT Support Engineer - Key Responsibilities:

• Act as the final escalation point for complex technical issues across server, network, desktop, and cloud systems.
• Design, implement, and maintain advanced infrastructure solutions for clients, including migrations and upgrades.
• Support and guide 1st and 2nd Line Engineers, providing mentorship, training, and technical supervision.
• Manage escalations and ensure resolution in line with SLAs and client expectations.
• Collaborate with the Service Desk Manager to improve internal processes, documentation, and service delivery.
• Lead by example in client communication, documentation, and technical troubleshooting.
• Support project delivery across Microsoft 365, Azure, networking, backup, and virtualization platforms.

Senior IT Support Engineer - Key Requirements:

• Extensive experience in a 3rd Line Support role within a Managed Service Provider (MSP) environment.
• Strong knowledge of Microsoft technologies including Windows Server, Office 365, Azure, Active Directory, and Exchange.
• Advanced networking knowledge including DNS, DHCP, VLANs, VPNs, firewalls, and routing.
• Proven experience with virtualization (Hyper-V/VMware), backup & DR solutions, and security best practices.
• Demonstrated leadership or supervisory experience with junior technical staff.
• Excellent problem-solving, analytical, and communication skills.
• Strong organisational abilities with a focus on service excellence.
• Full UK Driving License (occasional on-site client visits may be required).

Senior IT Support Engineer - What’s on Offer:

• A senior technical position with real responsibility and opportunity to lead.
• A broad and varied client base that ensures no two days are the same.
• Opportunities for continued professional development and certification.
• Remote working with flexibility, supportive leadership, and a collaborative team culture.

If you’re an experienced 3rd Line Engineer from an MSP background who enjoys leading others and working across diverse environments, we’d love to hear from you. Apply now to take your career to the next level in a thriving, fast-paced MSP.

Senior IT Support Engineer