3rd Line Engineer

As their business continues to grow, they’re seeking an experienced and ambitious 3rd Line Engineer to join their technical team. This is an exciting opportunity for a highly skilled IT professional who enjoys solving complex technical challenges, working with the latest Microsoft technologies, and delivering exceptional service to a diverse customer base.

You will act as a senior technical escalation point within our support team, working closely with Helpdesk Engineers, Field Engineers, Project Engineers, and Technical Management to resolve advanced technical issues, support customer infrastructure, and contribute to ongoing service improvements.

This role combines remote support, project work, and occasional on-site customer visits, making it ideal for someone who enjoys both technical problem-solving and building strong customer relationships.

About the Role

As a 3rd Line Engineer, you will provide expert-level technical support, act as a senior escalation resource, and play a key role in maintaining and improving our customers’ IT environments.

You will be responsible for diagnosing and resolving complex technical issues across Microsoft 365, cloud platforms, networking, cybersecurity, and infrastructure technologies, while supporting the continued development of our support services.

Where you’ll Make an Impact

• Support and maintain server, cloud, network, storage, virtualisation and endpoint infrastructure
• Take ownership of complex technical problems through to resolution, coordinating with internal teams and third-party suppliers where required
• Participate in major incident management, providing technical expertise and supporting rapid service restoration
• Provide technical input into projects, migrations, upgrades and new technology deployments
• Identify opportunities to improve system reliability, resilience, performance and supportability
• Working with colleagues to support our varied client base with technical service queries, * Provide 3rd line technical support and act as a senior escalation point for complex incidents and service requests.
• Diagnose and resolve advanced Microsoft 365, Azure, infrastructure, and networking issues.
• Support and administer Microsoft 365 environments across multiple managed customers.
• Mentor and support Level 1 and Level 2 engineers, promoting knowledge sharing and technical development.
• Assist with customer onboarding, migrations, technical projects, and infrastructure upgrades.
• Participate in technical reviews, customer meetings, and solution discussions.
• Create and maintain high-quality technical documentation and knowledgebase content.
• Manage and prioritise workload effectively while adhering to service level agreements (SLAs).
• Identify opportunities for automation, efficiency improvements, and service enhancement.
• Perform occasional on-site installations, project work, and customer support visits.

Technical Skills & Experience

Microsoft 365

Strong working knowledge of:

• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Microsoft Intune
• Microsoft Entra ID
• Microsoft Defender
• Microsoft Purview and Compliance Centre
• Conditional Access & MFA
• Data Loss Prevention (DLP)
• Retention Policies
• Microsoft 365 tenant administration and migrations

Azure & Cloud Technologies

• Microsoft Azure administration
• Azure Virtual Desktop
• Azure Virtual Machines
• Azure Backup and Storage
• Hybrid cloud environments
• Cloud migration projects

Cyber Security

• Microsoft security technologies
• Cyber Essentials best practices
• Endpoint protection and device security
• Email security and threat protection
• Backup and disaster recovery solutions
• Ransomware protection and incident response principles

Infrastructure & Networking

• Windows Server administration
• Active Directory and Group Policy
• Server virtualisation (Hyper-V, VMware or similar)
• Firewalls and VPN technologies
• Switching, routing and wireless networking
• Network troubleshooting and performance analysis

To be successful in this role, you’ll ideally have:

• Proven experience in a senior 3rd Line Support role within a Managed Service Provider (MSP) environment.
• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Strong Microsoft 365 administration experience, including Exchange Online, Intune and Entra ID.
• Solid Windows Server and Active Directory experience.
• Strong networking knowledge including TCP/IP, DNS, DHCP, VLANs and VPNs.
• Experience supporting firewalls, switches and network infrastructure.
• Experience with virtualisation technologies such as VMware and Hyper-V.
• Knowledge of Microsoft Azure and Azure Virtual Desktop (AVD).
• Ability to work effectively under pressure during major incidents and service outages.
• A proactive approach to problem prevention, automation and continual improvement.
• Ability to manage multiple priorities and work effectively across technical teams and suppliers
• Outstanding communication and customer service skills.
• Experience delivering infrastructure and Microsoft 365 migration projects.
• Full UK driving licence and access to your own vehicle.
• Right to work in the UK.

Desirable Skills

Whilst not essential, the following would be advantageous:

• Experience supporting 3CX or other VoIP platforms
• Linux administration experience
• Knowledge of AWS cloud platforms
• Relevant Microsoft, CompTIA, or vendor certifications
• PowerShell and advanced scripting

Excellent training and career development opportunities exist for the right candidate.