Full job descriptionSenior Technical Support Engineer (3rd/4th Line) – Birmingham/Hybrid
£50,000-£60,000
Arden is recruiting on behalf of a well-established MSP organisation for an experienced Senior Technical Support Engineer to join their growing technical team. This is a senior technical position focused on resolving complex infrastructure issues, supporting advanced IT environments, and contributing to solution design and pre-sales activities. Acting as a senior escalation point across both Support and Projects, you’ll work closely with technical leadership to deliver robust solutions while driving automation, innovation and continual service improvement.
Essential Skills & Experience
*Proven experience in a senior 3rd/4th Line Infrastructure Support role.
*Strong troubleshooting skills across enterprise infrastructure technologies.
*Linux (Ubuntu)/VMware – healthy knowledge of
*Windows Server
*Citrix
*Microsoft 365 & Entra ID
*Apache, NGINX and/or IIS
*DNS, networking and load balancing
*Backup & Disaster Recovery
*SonicWall or similar firewall technologies
*Experience using PowerShell for administration and automation.
*Exposure to AI and automation tools to improve operational efficiency.
*Excellent communication skills with the ability to engage confidently with technical and non-technical stakeholders.
Desirable Experience
*MSP background.
*Pre-sales, solution design and technical scoping.
*RFP/RFT responses and quotation design.
*Cloud migration projects, including Microsoft 365 and SharePoint.
*AI-driven service improvements using tools such as Microsoft Copilot or Power Automate.
*Relevant Microsoft, VMware, Citrix or SonicWall certifications.






Client Engagement
*Deliver high-quality technical support across a varied client base.
*Participate in technical meetings and provide expert guidance to both technical and non-technical stakeholders.
*Support service delivery by maintaining high levels of customer satisfaction and SLA performance.
*Undertake occasional onsite visits where required.
Continuous Improvement
*Identify recurring issues and implement long-term solutions.
*Drive improvements through automation, AI and process optimisation.
*Contribute to technical documentation, standards and knowledge sharing.
*Mentor junior engineers and promote best practice across the team.


This is an excellent opportunity for a senior infrastructure support professional looking to work across a diverse range of technologies while playing a key role in technical leadership, solution delivery and continuous improvement.