Full job descriptionWe 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.