Senior Support Engineer

We are seeking an experienced and highly capable Third Line IT Support Engineer to join our technical team. The successful candidate will be responsible for providing advanced technical support, resolving complex infrastructure issues, and acting as an escalation point for 1st and 2nd line engineers.

This role requires strong hands-on experience with Microsoft infrastructure, including Windows Server, Active Directory, Microsoft 365, Azure, Exchange, Intune, and virtualisation platforms, alongside solid networking knowledge covering firewalls, VLANs, switching, routing, VPNs, and wireless technologies.

The ideal candidate will be technically strong, customer-focused, and confident working across a wide range of systems and environments.

Key ResponsibilitiesTechnical Support & Escalation

• Act as the primary escalation point for complex technical issues from 1st and 2nd line support teams.
• Diagnose and resolve advanced infrastructure, server, network, and cloud-related issues.
• Take ownership of incidents, problems, and service requests through to resolution.
• Perform root cause analysis on recurring technical issues and implement permanent fixes.
• Ensure issues are resolved within agreed SLAs and communicate effectively with stakeholders throughout.

Microsoft Infrastructure

• Administer and support Windows Server environments.
• Manage and troubleshoot Active Directory, Group Policy, DNS, and DHCP.
• Support and maintain Microsoft 365 services including Exchange Online, SharePoint, Teams, OneDrive, and Entra ID (Azure AD).
• Manage Azure infrastructure and services where applicable.
• Support endpoint management solutions such as Microsoft Intune and Autopilot.
• Assist with migrations, upgrades, patching, and system improvements across Microsoft platforms.
• Maintain and support backup, disaster recovery, and business continuity solutions.

Networking

• Troubleshoot and support LAN, WAN, VPN, and wireless environments.
• Configure and maintain switches, routers, firewalls, and access points.
• Diagnose issues relating to TCP/IP, DNS, DHCP, VLANs, NAT, routing, and network security.
• Support site-to-site and remote access VPN configurations.
• Assist with network design, performance analysis, and ongoing optimisation.
• Work with third-party ISPs and providers to resolve connectivity issues.

Infrastructure & Systems

• Support virtualised environments such as VMware and/or Hyper-V.
• Monitor server, storage, and network performance and recommend improvements.
• Manage patching, updates, and security hardening across systems.
• Support server builds, hardware replacements, and infrastructure refresh projects.
• Maintain technical documentation, diagrams, and support procedures.

Project Work

• Participate in infrastructure projects, deployments, rollouts, and migrations.
• Provide technical input into solution design and implementation plans.
• Support onboarding of new clients, systems, and technologies where required.

The Candidate should have Microsoft Azure Accreditation

Pay: £60,000.00-£65,000.00 per year

Benefits:

• Casual dress
• Company pension
• On-site parking

Ability to commute/relocate:

• Aylesbury HP20 1TW: reliably commute or plan to relocate before starting work (preferred)

Do you have experience in Virtualization?, Do you have a Bachelor's degree?, * Have you got any Microsoft Azure Accreditation ?

• Have you got right to work in the UK, full time?

Education:

• Bachelor's (preferred)

Experience:

• IT support: 5 years (required)

Pulled from the full job description

• Company pension
• Casual dress
• On-site parking