3rd Line IT Support Desk Engineer

A highly accredited Managed Service Provider (MSP) in London are looking for an experienced 3rd Line IT Support Engineer to join its senior Service Desk team. This role suits a strong technical engineer with MSP background who thrives in resolving P1 / P2 escalations in a fast-paced environment. The Role:

• Resolve complex 3rd Line escalations across Microsoft & infrastructure technologies
• Troubleshoot Microsoft 365, Azure, Windows Server 2016/2019
• Support VMware, Hyper-V, networking, firewalls and switches
• Act as a technical escalation point for 2nd Line Engineers
• Work closely with Service Desk Management on priorities & workload
• Use ConnectWise (PSA/ITSM) to manage tickets and escalations
• Liaise with internal teams, clients, and 3rd-party vendors

• 3-5 years' experience in a 3rd Line / Senior Service Desk / MSP role

• Strong Microsoft Cloud knowledge (Microsoft 365, Teams, Azure)

• Windows Server, virtualisation & network troubleshooting

• Experience with ITSM / PSA tools (ConnectWise, BrightGauge, ITBoost, SmileBack, CrushBank)

• Excellent communication skills and calm approach to critical incidents

• UK MSP experience strongly preferred Desirable:

• Microsoft certifications (AZ / MS / M365)

• Firewall & switching experience