3rd Line Support Engineer

A leading MSP in Central London is seeking a 3rd Line IT Support Desk Engineer to join its UK-based Help Desk team. You will sit within a 30-engineer operation (with 9 engineers based in the Philippines) and report directly into the Service Desk Manager.

Working alongside senior 3rd Line engineers and the Escalations Team Leader, you will take ownership of critical P1 and P2 incidents, ensuring timely and effective resolution for a wide range of clients.

Great benefits Hours: 7.5 hours a day, rotating shift between 8am - 6pm (either 8am - 4.30pm or 9.30am - 6pm). Holidays: 20 days per year, plus bank holidays,vitality at work business for rewards & health benefits, breakfast on Wednesdays, quarterly team socials & events, gym membership and more

Key Responsibilities

You will be responsible for resolving advanced technical issues across:

Microsoft & Cloud

• Microsoft 365 administration & troubleshooting

• Azure support and configuration

• Servers & Virtualisation

• Windows Server 2016 / 2019

• VMware & Hyper-V

• Networking

• Escalated network troubleshooting beyond 2nd Line

• Supporting firewalls and switches

Service Desk Operations

• Logging, managing, and resolving tickets via ConnectWise
• Escalating critical issues to the Head of Service when needed
• Guiding 2nd Line Engineers ("steering the wheel") and providing mentorship
• Working collaboratively with internal teams, external stakeholders, and 3rd parties
• Maintaining a positive, solutions-focused attitude across all interactions

Are you an experienced 3rd Line Support Engineer looking to step into a fast-paced, highly accredited Managed Service Provider? This is an exceptional opportunity to join a growing UK Service Desk and work with cutting-edge technologies across Microsoft, virtualisation, and advanced networking.

This is a hands-on, high-visibility position ideal for someone who thrives in a dynamic MSP environment., * 3-4 years' MSP experience in a 3rd Line or senior 2nd Line role

• Strong troubleshooting capability across Microsoft, Azure, servers, and networking
• Excellent communication skills - calm, clear, and client-focused
• Ability to manage priorities and adapt to Service Desk needs
• Experience with ITSM / MSP tools such as:
• ConnectWise
• BrightGauge
• SmileBack
• ITBoost
• NinjaOne