3rd Line Engineer

Act as a key 3rd Line escalation point for the support team Take ownership of complex technical issues and major incidents Troubleshoot and resolve issues across customer Microsoft environments Support and maintain Microsoft 365 environments across a range of customers Provide technical guidance to the wider support team Build strong relationships with key customers and act as a senior technical contact Support customer onboarding, handovers and technical meetings Get involved in wider projects and technical improvements alongside BAU support Contribute to the development of AI, automation and Microsoft cloud services Identify opportunities to improve customer environments and internal processes

Strong 3rd Line IT support experience, ideally within an MSP or customer-focused IT environment Strong hands-on Microsoft 365 experience, particularly Exchange Online and SharePoint Good understanding of Microsoft cloud technologies and the wider M365 ecosystem Strong troubleshooting and problem-solving ability across Microsoft environments Good knowledge of Active Directory and Windows Server Good understanding of core networking technologies including DNS, DHCP and TCP/IP Experience supporting multiple customer environments would be highly advantageous Strong communication skills with the confidence to work directly with customers Able to operate effectively as a technical escalation point and support less experienced engineers Comfortable working across different technologies and getting involved outside of a narrow technical specialism An interest in AI, automation and emerging Microsoft technologies would be advantageous Genuine ambition to continue developing technically and take on greater responsibility