Full job description3rd Line Support Engineer, MSP, M365, Azure, AVD, Security,


Reporting to the Service Desk Manager, the 3rd Line Support Engineer is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents. You will engage directly with customers as a trusted technical authority and take ownership of proactive managed technical services, including regular audits, health checks, and assessments.
This is a role for an experienced engineer who thinks independently, takes ownership, and can balance deep technical troubleshooting with structured, proactive service delivery.


Success in this Role Will Be Demonstrated By:
*Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents.
*Helping develop junior engineers to become more capable, confident, and effective professionals.
*Effectively delivering audits and health checks that are valued, repeatable, and impactful.
*Identifying and addressing technical risks proactively.
Key Responsibilities
Escalation Support & Technical Leadership
*Act as the primary escalation point for complex and high-impact incidents across managed services.
*Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations.
*Resolve advanced incidents, problems, and non-standard requests across infrastructure, cloud, and Microsoft platforms.
*Engage senior technical colleagues, project teams, vendors, and third-party partners when required.
*Maintain detailed ticket notes, RCA documentation, and remediation plans.
*Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness.
*Continuously improve service quality, resilience, and security through analysis and recommendations.
Managed Technical Services Ownership
*Own and deliver repeatable, high-quality managed technical services, including:
*Monthly or quarterly technical health checks
*Technical baseline reviews
*Microsoft 365, Azure, endpoint and infrastructure audits
*Configuration and best-practice assessments
*Produce professional technical reports with practical recommendations.
*Identify service risks, gaps, and improvement opportunities before they become incidents.
*Contribute to Continual Service Improvement (CSI) initiatives and service roadmaps.
*Work closely with Service Delivery and Account Management teams to ensure recommendations translate into measurable improvements.
Client Engagement & Technical Authority
*Act as a technical escalation point for customers during critical incidents and complex investigations.
*Attend client meetings remotely or on-site where technical expertise is required.
*Support Account Managers and Service Delivery Managers with:
*Technical service reviews
*Proposal validation and solution assurance
*Service transition and early-life support
*Communicate complex technical issues clearly to both technical and non-technical stakeholders.
Technical Mentoring & Knowledge Leadership
*Act as a mentor and role model for 1st and 2nd Line Engineers.
*Coach engineers on troubleshooting techniques and diagnostic thinking.
*Deliver internal knowledge-sharing sessions covering:
*Recurring issues and lessons learned
*New technologies and platform changes
*Best-practice operational approaches
*Help raise the overall technical capability and confidence of the service desk.
Documentation, Standards & Process Improvement
*Create, review and improve:
*Technical procedures and runbooks
*Known error records and troubleshooting guides
*Service and platform documentation
*Ensure documentation remains current as environments evolve.
*Contribute to ongoing improvements in tooling, standards, and operational processes.
*Support project handovers and service transitions to ensure operational readiness.
Qualifications, Skills & Experience
Essential Experience
*Proven experience operating as a Senior Engineer or 3rd Line Engineer within a Managed Services environment.
*Strong experience with Microsoft technologies including:
*Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
*Windows Server
*Active Directory
*Azure (core services, identity, and networking fundamentals)
*Solid understanding of:
*Endpoint and device management
*DNS, DHCP, TCP/IP and VPN technologies
*Security principles and best practices
*Experience working with ITSM platforms and ITIL-aligned processes.
*Fluent spoken English with excellent written communication skills, including technical documentation.
About You
*Professional and calm under pressure.
*Positive and proactive attitude.
*Comfortable owning complex issues through investigation, resolution and prevention.
*Strong problem-solving and analytical skills.
*Confident engaging with customers and stakeholders.
*Passionate about innovation and service improvement.
*Excellent verbal and written communication skills.
*Patient, approachable and supportive of colleagues’ development.
*Methodical with strong attention to detail.
*High sense of urgency, accountability and ownership.
3rd Line Support Engineer, MSP, M365, Azure, AVD, Security