Line Support Engineer

Our client is a well-established Managed Service Provider (MSP) looking for an experienced 3rd Line Support Engineer to join their team in Oxford.

This is a client-facing role resolving technical issues, supporting client infrastructure, and contributing to changes within a structured MSP environment.

The Role

• Support and maintain the systems
• Act as the go-to escalation point for 1st and 2nd line colleagues
• Own complex and priority tickets end to end
• Get to the root cause of issues rather than just patching symptoms
• Maintain high first-time fix rates
• Carry out ongoing infrastructure maintenance and patching
• Handle the technical delivery of changes such as migrations, upgrades, and new implementations,
• Coordinate with client and internal stakeholders so changes land smoothly with minimal downtime
• Visit client sites as needed
• Communicate with clients effectively by phone and email
• Log and update tickets accurately within SLAs
• Effectively maintain documentation

• 5+ years' hands-on experience in IT support
• Previous experience working within an MSP highly advantageous
• Solid troubleshooting experience across the following:

• Enterprise firewall management
• Network infrastructure (switches, wireless access points)
• Business email platforms
• Cloud-based email filtering
• Identity management platforms
• Security monitoring (SIEM, MDR)
• Enterprise password management
• Hosted VoIP telephony
• Backup and disaster recovery management
• PSA and RMM tooling

• Experience of PowerShell and automation
• Microsoft/Azure certifications
• Confident supporting Mac and Linux alongside Windows
• Full UK driving licence and vehicle essential