Senior 3rd Line Infrastructure Engineer

They are looking for an experienced Senior 3rd Line Infrastructure Engineer to act as a key technical escalation point, resolving complex infrastructure issues and taking a lead role in client projects, migrations and deployments. This is a varied, hands-on position combining high-level technical support with project delivery and mentoring junior engineers., * Endpoint security tooling such as Huntress, Datto, SentinelOne, Blackpoint or similar MDR/EDR platforms

• VoIP telephony systems
• Hyper-V and VMware environments
• On-premise to cloud migrations
• Infrastructure and hardware refresh projects

What the role involves:

You will act as a senior technical escalation point for the engineering team and clients, working from the Walsall office as well as visiting local client sites when required. Duties include:

• Taking ownership of complex technical issues escalated by the service desk
• Supporting Managed IT, Microsoft 365, endpoint security, cyber security, backup, VoIP and network infrastructure
• Scoping, planning and delivering infrastructure projects
• Managing on-premise to cloud migrations and hardware refreshes
• Standardising and securing client environments using Microsoft Intune, Azure/Entra ID and Microsoft 365
• Supporting and maintaining physical servers, Hyper-V/VMware environments and network infrastructure
• Delivering advanced troubleshooting and resolving high-level infrastructure issues
• Providing technical leadership and guidance to 1st and 2nd Line Engineers
• Attending local client sites to deliver projects and technical support when required
• Maintaining high standards of customer service and technical documentation

• At least 5 years’ experience in a senior 3rd Line technical support role, ideally within an MSP or multi-client environment
• In-depth knowledge of Windows Server and Active Directory
• Strong Microsoft 365 administration and troubleshooting experience
• Experience with Microsoft Intune and Azure cloud infrastructure
• Strong networking knowledge including DNS, DHCP, VPNs and firewalls
• Excellent troubleshooting and problem-solving skills
• A structured approach to technical documentation
• Excellent customer communication and stakeholder management skills
• The ability to take ownership of complex technical issues through to resolution
• Full UK driving licence and access to your own vehicle for local client site visits
• Eligible and willing to undergo a standard/enhanced DBS check

Salary: Competitive salary, depending on experience.

Hours: Full-time, permanent position, primarily office-based in Walsall with local client site travel when required.

Benefits:

• Mileage allowance and expenses paid
• 32 days’ holiday including bank holidays
• Company pension
• Free secure parking
• Ongoing training and certification support
• Career development opportunities
• Exposure to modern security and infrastructure technologies
• Varied, hands-on technical and project work
• Supportive and collaborative team environment where your ideas and expertise are valued

An exciting opportunity has arisen to join a growing and well-established IT Managed Service Provider based in Walsall, delivering cloud and infrastructure solutions to businesses across the West Midlands.