3rd Line Engineer

• Act as the primary escalation point for complex and high-impact incidents across managed services
• Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
• Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms
• Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required
• Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
• Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
• ?Continuously improving service quality, resilience, and security through independent analysis and recommendations

• Own and deliver repeatable, high-quality technical managed services, such as:

• Monthly or quarterly technical health checks
• Technical baseline reviews
• M365, Azure, endpoint, and infrastructure audits
• Configuration and best-practice assessments

Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers

Identify risks, service gaps, and improvement opportunities before they become incidents

Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps

?Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements

Act as a technical escalation for customers during high-severity incidents or complex investigations

Attend client meetings where deep technical input or explanation is required (remote or occasional on-site)

• Support Account Managers and Service Delivery Managers during:
• Technical service reviews
• Proposal validation and solution assurance
• Service transition and early-life support (hyper-care)

Communicate complex technical issues clearly, calmly, and commercially to both technical and non-technical stakeholders

• Proven experience operating as a senior or 3rd Line Engineer within a Managed Services environment

• Strong experience with Microsoft technologies, such as:

• Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
• Windows Server and Active Directory
• Azure (core services, identity, networking basics)

Solid understanding of:

• Endpoint and device management
• Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
• Security principles and best practices

Experience working with ITSM tooling (e.g. ConnectWise Manage) and ITIL-aligned processes

Fluent spoken English with very good writing skills (e.g. wiring technical documentation)3rd Line Support Engineer, M365, Cloud, MSP, Lead to Consultant