3rd Line Support Engineer

We are seeking an experienced 3rd Line Support Engineer to join a growing Managed Services team. This is a senior technical role where you will act as the final escalation point for complex technical issues, delivering expert troubleshooting, root cause analysis, and long-term solutions across a diverse customer base.

Working within a fast-paced MSP environment, you will support modern on-premises, virtualised, and cloud infrastructures while contributing to service improvements, mentoring junior engineers, and enhancing operational standards.

Key responsibilities:

• Act as the technical escalation point for 1st and 2nd Line Support Engineers
• Take ownership of complex incidents and problems through to resolution
• Provide advanced support via ticketing systems, telephone, email, and remote access tools
• Perform in-depth troubleshooting across infrastructure, cloud, and end-user computing environments
• Conduct root cause analysis and implement permanent solutions
• Manage and prioritise multiple technical issues while adhering to SLAs
• Monitor and respond to alerts generated by remote monitoring and management tools
• Maintain accurate technical documentation, knowledge base articles, and customer records
• Identify opportunities to reduce recurring incidents and improve service delivery
• Support continuous improvement initiatives across processes, tools, and technical standards
• Communicate effectively with customers, translating technical concepts into clear business language
• Mentor and support junior members of the technical team

Essential:

• Proven experience in a Senior Support Engineer or 3rd Line Support role
• Strong knowledge of Windows Desktop and Windows Server operating systems
• Microsoft 365 administration including Exchange Online, Intune, and Entra ID (Azure AD)
• Active Directory, Group Policy, and core Microsoft infrastructure services
• Networking fundamentals including TCP/IP, DNS, DHCP, VLANs, and VPN technologies
• Experience with firewalls, switches, and network infrastructure devices
• Virtualisation technologies such as VMware, Hyper-V, or similar
• Microsoft Azure administration, including Azure Virtual Desktop (AVD/WVD)
• Citrix environments and troubleshooting

Desirable:

• Experience with cybersecurity tools and security-focused troubleshooting
• Scripting, automation, or Infrastructure as Code exposure
• Previous mentoring or coaching experience

Benefits:

• Starting annual leave entitlement of 25 days, increasing with service up to 28 days
• Private medical insurance
• Discounted healthcare plans
• Virtual GP access
• Employee Assistance Programme
• Eye care scheme
• Health and wellbeing support programmes
• Dedicated wellbeing resources and support
• Ongoing training and professional development opportunities
• Career progression within a growing technology organisation

Please feel free to apply if you meet the criteria.