3rd Line Support Engineer

Job Description

Are you the right candidate for this opportunity Make sure to read the full description below.

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 xwzovoh

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.