3rd Line Technical Support Engineer

IT Support Engineer (3rd Line)

Location: Glasgow

Hybrid working model - 2 days WFH

£45,000-£50,000

Nine Twenty Technology are delighted to be partnering with a managed service provider who are responsible for delivering cutting-edge technology solutions that empower organisations to thrive in a connected and secure digital world. Their focus includes modern workplace services, cloud enablement, and cybersecurity — all supported by strong partnerships with technology leaders such as Microsoft.

Role Overview:

They're seeking a skilled and experienced Senior IT Support Engineer to join a dynamic technology services team. As the final point of technical escalation, you’ll play a crucial role in resolving complex IT challenges, supporting a wide range of infrastructure, cloud, and networking systems. This is an opportunity to bring deep technical knowledge, mentor junior engineers, and make a meaningful impact in a fast-paced managed services environment.

Key Responsibilities:

• Serve as the highest technical escalation point for critical IT issues, delivering expert-level troubleshooting and solutions.
• Maintain, support, and optimise infrastructure, including Windows Server, virtualization platforms, networking, and cloud environments.
• Collaborate closely with 1st and 2nd line support teams, offering mentorship and knowledge sharing.
• Ensure the timely and efficient resolution of service desk tickets, with a focus on root cause analysis and continuous improvement.
• Contribute to the enhancement of service delivery by staying current with evolving technologies and industry best practices.

Core Requirements:

• At least 5 years of experience in a 3rd line support or senior technical support role, ideally within a Managed Service Provider (MSP).
• Strong proficiency in:
• Windows Server (2016–2022), Active Directory, Group Policy, DNS, DHCP
• Virtualization: VMware and/or Hyper-V
• Cloud Services: Microsoft 365, Azure, Intune, Exchange Online
• Networking: TCP/IP, VPNs, VLANs, firewalls, DNS, DHCP, Wi-Fi security, SD-WAN
• Scripting: PowerShell (required), Bash/Python (desirable)
• Backup & Disaster Recovery: Veeam, Datto, Azure Backup

Desirable Certifications:

• Microsoft: AZ-104 (Azure Administrator), MS-900 (M365 Fundamentals)
• Cisco: CCNA, CCNP (Enterprise or Security)
• CompTIA: Network+, Security+, Cloud+
• ITIL Foundation – for service management best practices

Ideal Candidate Profile:

• A technical leader with a proactive and analytical mindset.
• Calm under pressure, with a strong ability to prioritise and resolve complex issues quickly.
• Excellent communication skills, comfortable explaining technical concepts to non-technical stakeholders.
• Strong documentation habits and a focus on continuous service improvement.
• Passion for mentoring and developing less experienced team members.
• Committed to staying ahead of technology trends and driving innovation.

To be considered for this opportunity please apply today or call Sophie for more information.