3rd Line IT Support Engineer - MSP

We are looking for an experienced 3rd Line IT Support Engineer to join our London-based MSP team.

This is a hands-on senior support role for someone who takes ownership of complex technical issues and sees them through to resolution.

We want someone who naturally steps in when an important issue needs attention, whether that is a P1 incident, security alert, infrastructure problem or a difficult escalation from another engineer.

You will spend the majority of your time working as a 3rd Line Engineer, with up to around 30% of the role involving team leadership, mentoring and supporting other engineers.

We are a friendly and supportive team and want someone who enjoys solving problems, helping others and taking responsibility for getting things finished properly.

What you will be doing

• Own complex 3rd Line tickets from investigation through to resolution.
• Take responsibility for difficult or long-running issues and keep them moving.
• Respond proactively to P1, security and other high-impact incidents.
• Investigate infrastructure and technical issues rather than simply passing them elsewhere.
• Support 1st and 2nd Line engineers with escalations and technical troubleshooting.
• Help prevent escalated tickets from stalling by providing clear technical direction and ownership.
• Assist with project work, migrations, deployments and technical changes.
• Work alongside senior engineers and project teams where additional technical expertise is required.
• Mentor less experienced engineers and help them develop their troubleshooting skills.
• Take calls and support the wider Service Desk during busy periods when needed.
• Keep tickets updated with clear technical notes and customer communication.
• Make sure issues are properly documented and closed with a clear resolution.

Team leadership

Up to around 30% of the role may involve supporting the wider team, including:

• Mentoring and developing junior engineers.
• Helping engineers with technical escalations and difficult tickets.
• Supporting regular 1:1s and performance conversations.
• Helping with day-to-day team management, including attendance, sickness and general wellbeing.
• Supporting appraisals and development plans.
• Helping maintain good technical and service standards across the Service Desk.

This is not a full-time management role. The majority of your time will still be spent working hands-on as a 3rd Line Engineer.

We are looking for someone with strong MSP or Service Desk experience who is already comfortable working independently at 3rd Line level.

You should be confident with areas such as:

• Microsoft 365.
• Azure and Entra ID.
• Windows desktop and server environments.
• Active Directory and Group Policy.
• Intune and device management.
• Networking, DNS, DHCP and VPN troubleshooting.
• Backup and recovery.
• Endpoint security.
• Complex Windows and application troubleshooting.
• Microsoft cloud services and migrations.

You should also be:

• Comfortable taking full ownership of difficult technical issues.
• Calm and methodical during urgent or high-impact incidents.
• Proactive rather than waiting for important tickets to be assigned.
• Able to communicate technical issues clearly to customers and colleagues.
• Happy to support and mentor other engineers.
• Comfortable working in a busy MSP environment.
• Organised and able to manage several priorities at once.

From time to time, you may also be asked to cover an early or late shift as part of the team rota:

• Early: 08:00-16:30
• Late: 09:30-18:00

This is occasional, typically around once a month rather than a regular weekly requirement., * Salary up to £50,000 depending on experience.

• Up to 2 days working from home once fully up to speed.
• Perkbox membership.
• Private health scheme.
• Quarterly team events.
• Opportunity to work across varied MSP environments and projects.
• Opportunity to mentor engineers and develop leadership experience while remaining technically hands-on.

Pay: Up to £50,000.00 per year

Benefits:

• Company pension
• Health & wellbeing programme
• Referral programme
• Work from home