3rd Line Support Engineer

• Take ownership of technically challenging issues escalated from 1st and 2nd line, investigating them through to resolution or a clear escalation path
• Troubleshoot across Windows Server, Active Directory, Group Policy, DNS and DHCP
• Troubleshoot across Microsoft 365, including Entra ID, Exchange Online, Teams and Conditional Access
• Troubleshoot across Hyper-V and VMware environments
• Troubleshoot across Citrix and Microsoft Remote Desktop Services
• Troubleshoot across networking, VPNs, firewalls, WAN connectivity and TCP/IP
• Troubleshoot across backup, recovery and business continuity
• Troubleshoot across cloud infrastructure and security
• Support planned maintenance, patching, configuration changes, infrastructure improvements, customer migrations and onboarding projects
• Keep tickets moving and communicate clearly with customers and colleagues
• Recognise when an issue needs escalating and make sure recurring problems are properly fixed
• Support 1st and 2nd line engineers through technical guidance, knowledge sharing and useful documentation

Technologies:

• Active Directory
• Citrix
• Cloud
• Hyper-V
• Support
• LESS
• Microsoft 365
• Security
• TCP/IP
• VMware
• Windows
• Office 365
• Ruby

• Strong experience supporting Microsoft and infrastructure environments
• Ability to troubleshoot problems that cross multiple systems or suppliers
• Experience working within an MSP, managed cloud services provider, or similarly multi-customer support environment
• Experience operating at 3rd line or senior technical support level is preferred
• Ability to take ownership of complex technical issues
• Ability to troubleshoot logically when the answer is not immediately obvious
• Ability to communicate technical information clearly to customers
• Ability to stay organised when dealing with competing priorities
• Ability to remain calm during outages and business-critical incidents
• Ability to recognise when to escalate and provide useful technical evidence
• Ability to share knowledge and help less experienced engineers develop

We are a senior technical support function based in Nutfield, offering an office-based role with a salary of £47,000-£52,000. We focus on complex escalations, infrastructure improvement and occasional project work across a varied range of customer environments. Our package includes 22 days annual leave rising to 25 days, a 5% performance-based bonus, a company phone and laptop, in-house and external training, opportunities for technical development and career progression, and frequent team social events. The role is office-based five days a week, with occasional paid overtime where operational incidents, maintenance or project activity requires it.