3rd Line Support Engineer

Operate at the highest level of the service desk within a dynamic MSP supporting critical business environments and demanding customers.

You will act as the senior technical authority during major incidents, escalations, and high-impact situations. This role combines deep technical expertise, decision-making under pressure, and excellent communication skills to manage both technical recovery and customer relationships.

You will interact with stakeholders ranging from end users to IT managers and directors, particularly during critical incidents where clarity, confidence, and accountability are as important as technical resolution.

You will join an international service team operating across three continents, working collaboratively with engineers and customers globally. This role offers opportunities to travel, mentor teams internationally, and support customers onsite when required.

While the role is primarily hybrid-based in Spain, travel will form part of the position, particularly to the United Kingdom, where most customers are based. There may also be occasional travel opportunities to Australia, South Africa, and other international locations depending on customer needs and project requirements.

We are therefore looking for candidates who are comfortable working in a global environment and open to occasional international travel., * Take control of P1 incidents and provide structure in critical situations

• Communicate confidently with technical and non-technical stakeholders
• De-escalate complex situations
• Protect customer relationships and business interests
• Identify root causes and improve service quality
• Mentor engineers and raise the technical level of the team
• Collaborate with international teams across multiple regions
• Provide occasional onsite support and mentoring abroad, Incident Leadership
• Lead technical response for Priority 1 incidents
• Coordinate internal teams and third-party vendors
• Provide clear communications to customers and leadership
• Manage resolution and post-incident reviews

Escalation Management

• Final escalation point for complex multi-client incidents
• Perform root cause analysis and implement permanent fixes
• Prevent recurrence through corrective actions

Customer Technical Relationship

• Participate in service reviews and escalation calls
• Handle sensitive situations professionally
• Build trust with high-demand customers
• Support key customers onsite when required

Advanced Troubleshooting & Continuous Improvement

• Diagnose complex infrastructure, cloud, networking, and identity issues
• Work in multi-tenant MSP environments
• Mentor Level 1 and Level 2 engineers
• Improve technical standards, documentation, and operational processes

Projects & Change Management

• Support migrations, onboarding, and critical changes
• Review technical designs and identify risks
• Participate in high-impact cutovers and changes
• Provide onsite technical leadership during key deployments when required

• 3+ years in an MSP environment
• Experience managing critical incidents
• Customer-focused technical leadership
• Experience working with international customers (preferred but not essential)

Microsoft & Identity

• Windows Server (2012-2022)
• Active Directory, Entra ID (Azure AD), Group Policy
• Microsoft 365: Exchange Online, Teams, SharePoint, OneDrive

Infrastructure & Cloud

• VMware and/or Hyper-V
• Microsoft Azure (IaaS and Identity)
• Backup and Disaster Recovery

Networking

TCP/IP, DNS, DHCP, VLANs, VPNs

Firewall troubleshooting and traffic analysis

Security

MFA, Conditional Access, Endpoint Protection

Basic security incident containment

Tools

RMM and PSA tools (Autotask, ConnectWise, or similar)

Monitoring and alerting systems

Essential Soft Skills

• We are looking for professionals able to:
• Remain calm under pressure
• Take ownership and leadership
• Communicate clearly during incidents
• Manage demanding or frustrated customers
• Balance technical and commercial decisions