3rd Line Technician / Project Engineer

They are now looking for a Senior IT Support & Projects Technician to join their team. This role is ideal for a technically strong support professional who enjoys working closely with clients, taking ownership of technical outcomes, and contributing beyond reactive support.

The position combines hands-on 2nd line support, proactive monitoring and maintenance using the company's RMM and PSA tools, and involvement in client-facing projects, service improvements and cyber security initiatives.

Job Duties

Service Desk & Technical Support

· Provide high-quality 2nd line technical support across multiple client environments

· Act as an escalation point for complex or recurring issues from 1st and 2nd line

· Use Datto RMM to monitor systems, respond to alerts and carry out proactive maintenance

· Manage tickets and workflows through Autotask, ensuring clear updates and timely resolution

· Support a broad range of technologies including:

• Windows 10/11 and Windows Server
• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Active Directory, Group Policy and Azure AD
• Networking, endpoint security and backups
• Maintain a consistently high standard of documentation and resolution quality

Proactive Maintenance & Tooling

· Carry out proactive upgrades, patching and system health checks using Datto RMM and Kaseya tools

· Help standardise and improve client environments through automation and best practices

· Analyse trends in support tickets and implement long-term fixes

· Assist in rolling out new tools, configurations and monitoring policies across clients

Client Engagement & Relationship Management

· Act as a client-facing technical contact, building strong working relationships

· Communicate technical issues and solutions clearly to non-technical stakeholders

· Attend client meetings or reviews where required, contributing technical recommendations

· Provide a professional, people-focused approach aligned with the company's service ethos

Projects & Technical Improvements

· Assist with and deliver technical projects, including:

• Infrastructure upgrades and refreshes
• Microsoft 365 and cloud migrations
• Endpoint standardisation and security improvements

· Work alongside senior engineers on larger or more complex project work

· Balance project delivery alongside day-to-day support responsibilities

Cyber Security & Compliance Support

· Assist with cyber security audits and technical reviews for clients

· Support the implementation of security controls such as:

• Multi-Factor Authentication (MFA)
• Endpoint protection and monitoring
• Backup and disaster recovery solutions

· Help remediate vulnerabilities identified through audits or monitoring tools

· Maintain accurate documentation to support compliance and security best practice

Do you have a valid Driving License license?, Do you have experience in Windows?, · 3+ years' experience in a 2nd Line IT Support role, ideally within an MSP environment

· Understanding that this role will require weekend and evening work where required - particularly between March and September 2026.

· Hands-on experience with:

• Datto RMM
• Autotask PSA
• Kaseya products

· Strong technical knowledge of Microsoft-based environments

· Confident communicator with excellent customer service and people skills

· Highly organised, process-driven and detail-focused

· Able to work independently while collaborating effectively with a wider team

Desirable

· Previous experience in a client-facing or account-owning support role

· Exposure to delivering or supporting IT projects

· Interest or experience in cyber security and compliance activities

· Microsoft, CompTIA or relevant vendor certifications

Personal Attributes

· Personable, professional and client-focused

· Proactive and improvement-driven

· Comfortable juggling support tickets, maintenance work and project tasks

· Keen to progress into more senior technical, project or security-focused roles

Driving Licence required for the role: Yes

£35k - £40k | Mon-Fri, 9-5 | Remote, ideally Colchester-based| Some weekend and evening work required from March - September | Family-run MSP | Opportunities for growth and development | Collaborative, people-focused culture | Client site visits | Purpose-driven organisation with strong industry mission | IT Helpdesk |

Our client is a family-run, forward-thinking MSP based in Essex, passionate about delivering proactive, high-quality technology support to a wide range of local businesses. They pride themselves on being trusted technology partners, helping clients stay secure, efficient and future-ready.