Line IT Support Engineer

Provide advanced technical support across networks, cloud, servers, security, and endpoint management. Own complex incidents, deliver projects, and act as an escalation point for junior engineers. Ensure client systems remain secure, stable, and optimised while contributing to migrations, documentation, mentoring, and continuous improvement., As a senior technical escalation point, the 3rd Line Engineer delivers advanced support across a wide range of systems, ensuring client environments remain secure, resilient, and high?performing. The role covers deep troubleshooting, major incident ownership, project delivery, and mentoring of 1st/2nd line colleagues.

Main duties and responsibilities

Networking

• Configure, manage, and troubleshoot firewalls, VLANs, DMZs, and switching.
• Deploy and maintain wireless networks, including guest/corporate segmentation.
• Use and maintain network monitoring platforms.
• Apply strong security principles to network architecture.

Azure / Office 365 / Cloud

• Administer Azure AD/Entra ID and Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, Intune).
• Support hybrid AD environments.
• Implement Azure backup, DR, and storage solutions.
• Configure and maintain Azure Virtual Desktop environments.

Infrastructure & Servers

• Manage Windows Server environments (AD, DNS, DHCP, GPO).
• Support virtualisation platforms (VMware/Hyper?V).
• Deliver server patching activities.
• Configure and maintain SAN/NAS storage technologies.

Endpoint Management

• Manage devices via Intune, Autopilot, and other MDM/EMM tools.
• Apply and monitor endpoint security and compliance policies.
• Oversee device lifecycle management.

Cybersecurity

• Support email security controls.
• Configure and maintain EDR/XDR/AV platforms.
• Apply privileged access management.
• Monitor logs using SIEM and other tooling.

CrossFunctional

• Act as the 3rd line escalation point for the service desk.
• Conduct detailed troubleshooting and root cause analysis.
• Document infrastructure, procedures, and technical solutions.
• Manage vendor relationships.
• Support projects, migrations, and upgrades.
• Mentor junior engineers.

• 5+ years in a similar technical support role (MSP background beneficial).
• Strong networking knowledge (firewalls, VLANs, switching, Wi?Fi).
• Hands?on experience with Azure AD, O365, and hybrid environments.
• Proficient with Windows Server, AD, DNS, DHCP, GPO.
• Experience with VMware/Hyper?V.
• Competent with endpoint management platforms (Intune, Autopilot, MDM/EMM).
• Knowledge of backup/DR, storage, SAN/NAS, Azure storage.
• Solid cybersecurity understanding including EDR/XDR, email security, PAM, SIEM.
• Full UK driving licence

Desirable

• Industry certifications (Microsoft, VMware, Cisco, Fortinet, CompTIA Security+).
• PowerShell or automation skills.
• Prior MSP experience.

Soft Skills

• Strong analytical and root?cause troubleshooting capability.
• Clear, confident communication with users and technical peers.
• High standards of documentation and process discipline.
• Customer?focused mindset.
• Proactive, adaptable, and team?oriented.
• Good at managing vendor/partner relationships.
• Commitment to continuous learning.