3rd Line Support Engineer

We are looking for an experienced and technically strong 3rd Line Digital Support Engineer with deep AWS expertise to support, maintain and enhance our cloud-first digital estate.

This role will act as the highest escalation point within the support function, providing advanced troubleshooting, architectural guidance, and proactive improvement across AWS, Microsoft 365, Azure and core networking platforms.

The successful candidate will play a critical role in ensuring stability, security, scalability, and performance across our digital services while contributing to ongoing cloud optimisation and transformation initiatives.

Key Responsibilities

1. AWS (Primary Focus)

• Act as subject matter expert for AWS environments
• Support and maintain production AWS workloads including EC2, RDS, S3, IAM, VPC and Route 53
• Troubleshoot complex infrastructure and application issues within AWS
• Design and implement secure, scalable cloud architectures
• Manage backup, disaster recovery, and business continuity within AWS
• Monitor performance, cost optimisation, and security posture
• Support Infrastructure as Code (e.g. CloudFormation / Terraform)
• Maintain compliance and security best practices (least privilege, logging, guardrails)

2. Microsoft 365 & Azure

• Advanced support for M365 (Exchange Online, SharePoint, OneDrive, Teams)
• Azure AD / Entra ID management including Conditional Access and Identity Protection
• Intune device management and compliance policies
• Azure IaaS and PaaS support (VMs, Storage, Networking, App Services)
• Support for hybrid identity (AD Connect, SSO, MFA)
• Troubleshooting complex authentication and mail flow issues

3. Networking & Infrastructure

• Advanced troubleshooting of LAN/WAN connectivity
• Management of firewalls, VPNs and secure remote access
• VLAN, routing and switching configuration
• DNS, DHCP and TCP/IP issue resolution
• Performance diagnostics and packet analysis where required
• Support of hybrid cloud networking (site-to-site VPNs, ExpressRoute / Direct Connect)

4. 3rd Line Escalation & Service Improvement

• Act as final escalation point for 1st and 2nd line engineers
• Root cause analysis and problem management
• Produce technical documentation and knowledge articles
• Identify automation opportunities to reduce ticket volumes
• Participate in change management and CAB processes
• Support major incident response and post-incident reviews

5. Security & Compliance

• Support cloud security monitoring and alert remediation
• Maintain patching and vulnerability management standards
• Support ISO 27001 aligned controls (where applicable)
• Review access controls and implement security improvements
• Contribute to risk assessments and security audits

• 5+ years' experience in infrastructure support
• Strong hands-on AWS experience (multi-account environments preferred)
• Deep understanding of IAM, VPC design and cloud networking
• Experience supporting Microsoft 365 environments
• Azure administration experience
• Strong networking fundamentals
• Experience with scripting (PowerShell, Bash or Python)
• Experience working in ITIL-aligned environments

Desirable

• AWS Solutions Architect Associate or Professional certification
• Microsoft Azure Administrator (AZ-104) or equivalent
• Experience with automation tools (Terraform, CloudFormation)
• Experience with monitoring tools (CloudWatch, Sentinel, etc.)
• Exposure to DevOps practices and CI/CD pipelines