3rd Line Lead support Engineer

You’ll combine senior-level infrastructure support with day-to-day technical leadership. That means you’ll still be hands-on, troubleshooting complex issues across customer environments, while also helping the 3rd Line team prioritise its workload, reviewing escalations and making sure important tickets are properly owned and progressed.

You’ll also:

• Take ownership of complex 3rd Line escalations and drive issues through to resolution.
• Lead the technical response to major and high-impact incidents.
• Provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk.
• Review escalations from 1st and 2nd Line and make sure the right troubleshooting has been completed.
• Work with suppliers and internal specialists when an issue needs deeper expertise.
• Identify recurring problems and help drive permanent fixes rather than repeated workarounds.
• Coach engineers and contribute to knowledge articles, troubleshooting guides and improved support processes.
• Maintain high standards around documentation, customer communication, security and change control.

The technology

You’ll be working across a broad Microsoft-focused MSP and private-cloud environment, so you’ll need strong infrastructure knowledge and the ability to troubleshoot across different layers.

You’ll ideally have strong experience with:

• Windows Server, Active Directory, Group Policy, DNS and DHCP
• Microsoft 365, including Entra ID, Exchange Online, Teams, MFA and Conditional Access
• VMware vSphere and/or Hyper-V
• Citrix, NetScaler and Remote Desktop Services
• Networking, WAN connectivity, switching, VPNs, TCP/IP and Palo Alto firewalls
• Backup and recovery, including Veeam
• Security across identities, servers, endpoints, networks and cloud services

Deeper expertise in at least two of VMware vSphere, Citrix/NetScaler, enterprise storage or firewall/network security is expected. Experience supporting applications such as IRIS, CCH or Sage would be useful, but isn’t essential.

What we’re looking for

You don’t need to tick every technology box. What’s more important is that you’re operating comfortably at senior 3rd Line level and can take ownership when problems become complex.

You’ll need strong troubleshooting and root-cause analysis skills, experience handling technical escalations and major incidents, and the judgement to know when to investigate further and when to involve a specialist.

Just as importantly, you’ll be comfortable helping other engineers develop, challenging constructively and explaining technical issues clearly to customers.

What’s on offer

• 5% performance-based bonus
• 22 days’ annual leave, increasing to 25 days with length of service, plus bank holidays
• Workplace pension
• Company laptop and phone
• Planned evening/weekend maintenance work paid at double time
• In-house and external training
• Clear technical development and career progression opportunities
• Regular team social events

The role is office-based five days a week in Nutfield, near Redhill, Surrey, supporting close collaboration across the Service Desk and hands-on work with the infrastructure environment.

If you’re looking for a role where you can remain technically hands-on while becoming the person other engineers turn to when things get complicated, this is worth a conversation.

If you’re an experienced 3rd Line Engineer who enjoys solving the difficult problems rather than simply passing them on, this could be a good opportunity to step into a technical leadership role without moving away from the hands-on work.