3rd Line Support Engineer

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

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.