3rd Line Support Engineer

Our client, a growing UK technology and managed services organisation, is looking for an experienced 3rd Line Engineer to join its technical team in Worcester.

This is a great opportunity for someone who enjoys getting stuck into complex technical challenges, working across modern Microsoft technologies and taking real ownership of issues through to resolution.

You’ll act as a senior technical escalation point, supporting a varied customer base across Microsoft 365, Azure, networking, infrastructure and cyber security, while also getting involved in migrations, projects and service improvements.

What you’ll do

• Take ownership of complex 3rd line incidents and technical escalations through to resolution
• Troubleshoot Microsoft 365, Azure, Windows Server, networking and infrastructure issues
• Support and administer Microsoft 365 environments across multiple customers
• Contribute to cloud migrations, infrastructure upgrades and wider technical projects
• Support major incidents and help restore services quickly and effectively
• Mentor 1st and 2nd Line Engineers and share technical knowledge across the team
• Identify opportunities to improve reliability, automation, documentation and service delivery
• Work with customers, internal technical teams and third-party suppliers to resolve issues
• Carry out occasional customer-site visits for installations, projects and technical support

You’ll work closely with Helpdesk, Field and Project Engineers alongside technical management, giving you the opportunity to influence both day-to-day support and the wider technical service.

You’ll ideally have proven experience working at 3rd Line level within an MSP environment, with strong technical knowledge across:

• Microsoft 365: Exchange Online, Intune, Entra ID, Teams, SharePoint, OneDrive and Defender
• Azure: Azure administration, Virtual Machines, Azure Virtual Desktop, Backup and Storage
• Infrastructure: Windows Server, Active Directory, Group Policy and virtualisation
• Networking: TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls, switching and routing
• Security: Endpoint protection, Microsoft security technologies, email security, backup and disaster recovery
• Experience delivering Microsoft 365 migrations and infrastructure projects

Experience with PowerShell, 3CX/VoIP, Linux, AWS or relevant Microsoft/CompTIA certifications would be advantageous, but isn’t essential. You’ll also need strong problem-solving and communication skills, with the confidence to take ownership of difficult technical issues and work effectively during major incidents.

A full UK driving licence and access to your own vehicle are required due to occasional customer visits.

• £45,000-£50,000 salary, depending on experience
• Company-funded Microsoft and industry certifications
• Clear opportunities for technical development and career progression
• 25 days’ holiday plus bank holidays
• Two additional paid charity volunteering days each year
• Pension scheme
• Free on-site parking
• Exposure to a broad range of customers, technologies and technical environments
• Hands-on involvement in challenging infrastructure and cloud projects
• Supportive technical team where you can contribute ideas and influence improvements

This is an opportunity to become a key senior technical resource within a growing technology business, rather than simply working through support tickets.