Technical Support Lead (3rd/4th Line) – Birmingham/Hybrid

Technical Support Lead (3rd/4th Line) – Birmingham/Hybrid

£60,000-£65,000

Arden Resourcing 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.