3rd Line Support Engineer

3rd Line Support Engineer

Norfolk

Are you a experienced IT professional ready to take the next step in your career? On behalf of a growing company, we're looking for a 3rd Line Engineer to join a dynamic team where your expertise will make a tangible impact. This is a hands-on technical role with added responsibilities for mentoring junior team members, handling complex escalations, and delivering solutions on client sites.

Responsibilities:

• Act as a senior technical escalation point for 1st and 2nd line engineers.
• Mentor and support junior team members, fostering technical development and knowledge sharing.
• Own and resolve high-level support tickets and infrastructure issues.
• Attend client sites as needed to troubleshoot, deploy, and maintain systems and solutions.
• Play a key role in service improvement initiatives and best practice enforcement.
• Ensure customer satisfaction through timely, professional support and communication.

Requirements:

• Strong knowledge of the Microsoft 365 platform, including Exchange Online, SharePoint, Teams, Azure AD, and Intune.
• Experience in a Senior Helpdesk/Service Desk position or within a Managed Service Provider environment.
• Proven ability to troubleshoot complex technical issues across networking, desktop, and cloud platforms.
• Confident in client-facing situations with excellent communication skills.
• A proactive approach to mentoring and team collaboration.
• A full UK driving license

Desirable:

• Microsoft certifications (e.g., MS-100, AZ-104, etc.)
• Experience with remote monitoring tools and PSA systems.
• Exposure to ITIL best practices.