3rd Line Support Engineer

Senior IT Support Engineer My forward thinking techniclly focussed client is seeking a bright and engaging Senior IT Support Engineer to join their small team. You will play a key part in the IT operations within this friendly but focussed IT team. You must be motivated by technology with the want to learn and develop. This role is ideal for someone who enjoys solving complex technical issues, mentoring junior engineers, and playing a key part in maintaining and improving IT services. You will act as a technical escalation point, working closely with 1st and 2nd line teams, infrastructure colleagues, and end users to ensure reliability, security, and performance across the IT estate. Key Responsibilities * Provide 3rd line technical support for complex incidents and problems * Act as an escalation point for Microsoft 365, Active Directory, and core infrastructure issues * Administer and support Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams, Intune) * Manage and troubleshoot Active Directory, Group Policy, DNS, DHCP * Support on‑prem and cloud/hybrid environments (Azure / Entra ID) * Perform root cause analysis and implement permanent fixes * Lead on incident resolution and problem management activities * Contribute to system upgrades, migrations, and infrastructure projects * Create and maintain technical documentation and knowledge articles * Mentor and support junior IT staff * Ensure systems meet security, compliance, and best‑practice standards Required * Proven experience in a Senior / 3rd Line IT Support role * Strong expertise in Microsoft technologies, including: * Microsoft 365 * Active Directory / Group Policy * Windows Server & Windows 10/11 * Experience supporting hybrid cloud environments * Solid troubleshooting and diagnostic skills * Experience working within ITIL-based service desks * Strong communication skills and a customer‑focused approach