3rd Line Support Engineer

Job Title: Engineer (Level 3)

Reporting to CTO

Liaison with Clients, vendors and all members of the business

Working hours 40 hours. Mon-Fri 9:00 - 18:00, We are looking for a highly capable and adaptable Service Desk and Projects Engineer to act as a senior technical resource within the business. The role is primarily service desk-focused, providing high-level support, resolving complex issues, and acting as an escalation point for engineers and clients, while also contributing to infrastructure and modern workplace projects when business needs require. The successful candidate will be comfortable operating across a wide variety of client environments, balancing reactive support, proactive improvements, and project delivery. They will demonstrate strong technical capability, personal accountability, and sound judgement when priorities, technologies, and customer requirements change., Provide expert technical support for complex incidents and service requests. Assist engineers in troubleshooting and resolving challenging technical issues. Take ownership of complex or critical incidents, coordinating with engineers, vendors, partners, and clients as needed to drive issues through to successful resolution. Diagnose issues spanning cloud platforms, networking, endpoints, identity, security, and third-party applications. Identify recurring or complex issues, diagnose root causes, and implement long-term fixes where possible. Ensure technical issues are progressed efficiently and communicated effectively.

Project Delivery Microsoft 365 migrations and implementations. Azure deployments and cloud transformation initiatives. Client onboarding and transition projects. Infrastructure refreshes and upgrades. Security improvement programmes. Endpoint management and modern workplace projects. Manage assigned project tasks while maintaining client service levels. Produce clear documentation and handover materials. Contribute technical expertise to larger projects, participate in project secondments where required, and collaborate effectively with project managers, consultants, and service desk colleagues.

Service Desk Support & Continuous Improvement Provide guidance, mentoring, and knowledge sharing to L1 and L2 colleagues to help develop technical capability across the team. Adapt flexibly across all three support levels to help balance workload when needed. Promote high-quality ticket management, clear documentation, and consistent troubleshooting and resolution practices. Contribute to process improvements, automation, and knowledge base development., * Be relied upon to solve complex and sometimes imperfectly documented MSP issues.

• Demonstrate confidence moving between service desk tickets, project delivery, client-facing activities, and evolving business or technology requirements. Consistently take ownership of complex issues, drive them through to completion, and reduce repeat incidents through root-cause analysis and proactive improvements.
• Improve the capability and effectiveness of the wider service desk team.
• Deliver project tasks to a high standard and within agreed timelines.
• Maintain strong client relationships through professionalism, technical expertise, and effective communication.
• Embrace change and adapt quickly to evolving business, client, and technology requirements. Raise technical standards without requiring formal management responsibility.

Adaptability & Mindset

Highly adaptable and comfortable working in a fast-changing environment. Willingness to switch between support, project work, client engagement, and internal improvement initiatives. Positive attitude towards learning new technologies and ways of working. Takes ownership of outcomes rather than simply completing assigned tasks.

Communication Skills

Excellent written and verbal communication skills. Ability to explain technical concepts clearly to non-technical audiences. Confidence managing difficult conversations with professionalism and empathy. Strong listening, questioning, and relationship-building skills.

Customer Service

Strong commitment to delivering exceptional customer service. Calm and methodical approach during high-pressure situations. Ability to understand the client’s business context as well as the technical issue.

Organisation & Workload Management

Strong time management and prioritisation skills. Ability to manage multiple tickets, projects, and client commitments simultaneously. Self-motivated with the ability to work independently. Proactive approach to identifying and delivering improvements.

Technical Skills

• Microsoft 365 administration and troubleshooting.
• Azure fundamentals and cloud services.
• Windows desktop and server operating systems.
• Identity and access management.
• Endpoint management and security technologies.
• Networking fundamentals including DNS, DHCP, switching, routing, and Wi-Fi.
• Backup, disaster recovery, and security best practices.
• Documentation and CRM/service management systems., * 3rd Line Support: 2 years (required)
• Microsoft Azure: 4 years (required)
• MSP: 2 years (preferred)
• Microsoft 365: 4 years (required)