3rd Line IT Support Engineer

To support our continued growth, we are looking for a 3rd Line IT Support Engineer & Administrator to help us deliver an exceptional service to our clients.

This is an exciting opportunity for someone who wants variety and diverse challenges. You will provide advanced IT support and from time to time on client sites. You will be part of a team that delivers projects, in addition to day-to-day support.

Role Description

This role is responsible for resolving complex escalated technical issues, speaking with clients, and ensuring tickets are resolved quickly and efficiently within SLA deadlines. You will be proactive in identifying issues, designing better outcomes for clients, and supporting the wider team with your technical expertise.

Responsibilities include:

• Serving as the escalation point for complex 3rd line issues across the client portfolio
• Designing, deploying, and maintaining Microsoft 365 environments including Exchange Online, SharePoint, Teams, Intune, Entra ID, and Microsoft Defender
• Building and maintaining PowerShell scripts to automate tasks and streamline client management
• Designing and implementing Power Automate workflows to improve processes for clients and internally
• Managing server infrastructure including Windows Server, Active Directory, Group Policy, DNS, and DHCP
• Configuring and troubleshooting network infrastructure including switches, firewalls, VLANs, VPNs, and wireless environments
• Managing Azure infrastructure including virtual machines, hybrid environments, and Azure networking
• Leading infrastructure projects from scoping and design through to delivery and documentation
• Performing proactive monitoring and maintenance of client systems using RMM tooling
• Supporting and mentoring 1st and 2nd line engineers and sharing knowledge across the team
• Keeping client records and case notes up to date across the CRM and ticketing system

Do you have experience in Technical support?, * 4+ years’ experience in a technical support or infrastructure role, with demonstrable 3rd line exposure

• Deep hands-on knowledge of Microsoft 365, including administration, security configuration, and licensing
• Advanced PowerShell scripting ability for Microsoft 365, Azure, and Windows Server administration
• Proven Power Automate experience, including building multi-step workflows and integrations
• Strong Windows Server skills including Active Directory, Group Policy, DNS, DHCP, and file services
• Good networking knowledge including TCP/IP, VLANs, routing, firewalls, and switches
• Hands-on Azure experience across compute, storage, networking, and identity
• Highly customer focused with excellent verbal and written communication skills
• Experience working within a Cyber Essentials, ITIL, or ISO aligned environment
• Experience with RMM and MDM tooling such as N-central and Intune, * Microsoft Certified Associate qualifications or higher (e.g. AZ-104, MS-102)
• CCNA or equivalent networking qualification
• ITIL Foundation or higher, * technical support or infrastructure role: 4 years (preferred)

Pulled from the full job description

• Company pension
• Private medical insurance
• Work from home
• On-site parking

Communications Solutions UK is a local family run business based in Reading. We deliver IT and communications hardware, services and support to small and medium sized businesses with integrity, care and trust. As a company, we enable our clients to work flexibly, communicate effectively and increase productivity.