3rd Line Support Analyst

• Act as a final escalation point for 1st and 2nd line, while providing technical mentoring to junior engineers
• Troubleshoot and resolve complex technical issues in Windows Server, Active Directory, Microsoft 365, Azure, networking, and virtualization environments.
• Deliver infrastructure upgrades, patching, migrations, and project-based work for multiple clients.
• Collaborate with internal teams and vendors to resolve hardware/software issues.
• Document resolutions, knowledge articles, and client environments in the service management system.
• Ensure SLAs and KPIs are met or exceeded

Do you have experience in Firewall?, We are seeking a highly skilled and customer focused Third Line Support Analyst to join our dynamic IT support team within a Managed Service Provider (MSP) environment.

You will be responsible for resolving complex technical issues escalated from 1st and 2nd line support, delivering high-quality solutions across a diverse client base, and contributing to the continuous improvement of our service delivery.

The ideal candidate will have strong problem-solving abilities, deep technical knowledge across a broad range of systems, and the ability to work effectively under pressure., * Minimum 3 years' experience in a similar third line support or senior IT support role within an MSP environment

• Along with our Service Manager and Head of Technology you will have the ability to technically lead, implement and deliver projects for our clients.
• Microsoft 365 (Exchange, SharePoint, Intune, Conditional Access, EntraID and Security)
• Microsoft Azure (SaaS, IaaS, Migration. Full & Hybrid)
• Experience implementing and managing virtualization technologies such as VMware and Hyper-V.
• Experience managing and troubleshooting firewalls and other security appliances
• Networking (Cisco, SonicWall, HP)
• Disaster Recovery & Online Backup
• Mail DNS (MX, DMARC, DKIM, SPF)
• Document technical procedures, configurations, and project plans.
• Project experience (migrations, cloud deployments)
• Excellent written and verbal communication skills with a strong customer service focus
• Relevant certifications (Microsoft, CCNA, CompTIA Security, ITIL) are a plus