Senior Support Engineer (3rd line)

MSC IT Solutions is a growing IT Managed Service Provider with a clear focus on the education sector - schools, academies, MATs and colleges across the UK. We’re looking for an experienced Senior Support Engineer to join our team at our Hartlepool office.

This is a technically demanding role at the heart of what we do. You’ll be the escalation point for our school-based engineers, taking ownership of complex incidents, delivering remote project work, and helping to shape the technical direction of a business that’s growing fast and going places.

We’re not just looking for someone to fill a seat. We want someone who’s genuinely excited by what MSC is building - an ambitious, education-focused MSP with a strong client base and a clear plan - and who wants to grow with us as we grow. There’s real opportunity here for the right person.

THE DAY TO DAY

• Act as the primary 3rd line escalation point for our school-based field engineers

• Own and resolve complex technical incidents across our client estate - schools, academies and small businesses

• Deliver remote IT project work across client environments

• Administer and support Azure, Microsoft 365 and associated cloud services at an advanced level

• Manage server infrastructure, backup solutions and business continuity systems

• Provide informal technical mentoring and guidance to junior and school-based engineers

• Contribute to technical documentation, processes and knowledge base

• Occasional travel to client sites and schools when required

Essential:

• Proven 3rd line IT support experience in an MSP or similar multi-client environment

• Advanced Microsoft 365 and Azure administration - this is a core part of the role

• Windows Server management and server infrastructure experience

• Backup and disaster recovery - design, management and testing

• Strong incident ownership - you take problems through to resolution, not just escalation

• Excellent communication skills - you’ll be supporting school-based engineers and liaising with clients

• Comfortable working autonomously and managing your own priorities

• Genuine interest in the education sector and MSP model

Desirable:

• Networking experience - VLANs, firewalls, managed Wi-Fi, switching

• Experience with backup and RMM tooling

• Familiarity with Autotask PSA

• Microsoft certifications - Azure Administrator, M365 Enterprise Administrator or similar

• Experience supporting school or education environments

• PowerShell scripting for automation and administration tasks

• Hyper-V or VMware virtualisation experience

• Remote project delivery experience, * 3rd Line Engineer: 2 years (preferred)
• MSP: 2 years (preferred)

Pulled from the full job description

• Employee discount
• Company pension
• Private medical insurance
• Casual dress
• Company events
• On-site parking, Job Types: Full-time, Permanent

Pay: £35,000.00-£41,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• On-site parking
• Private medical insurance

MSC IT Solutions is a growing Managed Service Provider with a clear focus on the education sector. Founded by Mark Cronin with an ambition to build one of the most effective education-focused MSPs in the country, we work with schools, academies, MATs and colleges across the UK and are expanding rapidly.

We’re a close-knit team that works hard, supports each other, and takes genuine pride in what we deliver for our clients. This is a business at an exciting stage - growing its client base, investing in its people, and building something worth being part of.