Line Support Engineer

Join a dynamic desk of 30 Engineers, where your expertise is vital to maintaining operational excellence for our clients. You won't just solve problems-you'll be the ultimate escalation point, driving critical resolution and mentoring the next generation of engineers. What You'll Be Doing: The Critical Impact

Reporting directly to the Service Desk Manager, you will collaborate with Senior 3rd Line Engineers and the Escalations Team Leader to tackle the most complex, high-priority issues (P1 & P2 tickets).

Your core responsibilities will be deep-level troubleshooting across a cutting-edge tech stack:

• Cloud & Virtualisation Mastery: Resolve complex issues in Microsoft 365, Azure, VMware, and Hyper-V environments.
• Server Architecture: Expertly administer and troubleshoot Windows Server (2016, 2019).
• Networking Guru: Resolve network issues that stump the 2nd Line team and provide support for Firewalls and Switches.
• Leadership & Mentorship: Act as a technical leader, providing guidance to the 2nd Line Escalations Teams and steering tickets to resolution.
• Service Excellence: Manage the ticket lifecycle in ConnectWise, manage stakeholder communications, and collaborate with 3rd parties.

• 3-5 years of relevant, hands-on experience within a fast-paced MSP environment is essential.
• Proven expertise with ITSM platforms like ConnectWise, BrightGauge, SmileBack, ITBoost, or NinjaOne.
• A naturally calm and effective communicator with excellent interpersonal skills.
• A true team player, ready to balance priorities and workload with management.

Do you hold certifications that prove your mastery? We highly value Microsoft Cloud Certifications. Standout Certs (Big Plus!): AZ-500, AZ-104, AZ-700, SC-200, MS-100, MS-101. Ready to step into a senior role where you make the final call on the toughest tickets? Apply today!