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# 3rd Line Support Engineer

- **Company:** Wavenet
- **Location:** Solihull, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Networking Hardware, Virtual Desktops, Networking Basics, Citrix Systems, Remote Access Technology, Azure Active Directory, Server Administration, TCP/IP, Virtual Local Area Networks, Virtualization Technology, Windows Desktop, Scripting, Firewalls (Computer Science), Microsoft InTune, Server Operating Systems & Platforms, Vmware
- **Published:** October 25, 2026
- **Apply:** https://www.careerjet.co.uk/jobad/gb94fbfdfa28718966b0ba683b2f9b59bd

## About the Role

You'll be an experienced support professional with a strong technical background and the confidence to take ownership of challenging issues.
Essential experience includes:

 * Proven experience in a senior / 3rd line IT support role, ideally within an MSP environment
 * Windows desktop and server operating systems
 * Microsoft 365 administration (Exchange Online, Intune, Entra ID/Azure AD)
 * Server administration (Active Directory, Group Policy, core infrastructure services)
 * Networking fundamentals: TCP/IP, DNS, DHCP, VLANs and VPN technologies
 * Firewalls, switches and general network devices
 * Virtualisation technologies (VMware, Hyper-V or similar)
 * Microsoft Azure, including virtual desktops (AVD/WVD)
 * Citrix environments

Desirable (but not essential):

 * Experience with security tooling or security-focused troubleshooting
 * Exposure to automation, scripting or infrastructure-as-code concepts
 * Mentoring or coaching junior engineers

## Description

As a Senior Support Engineer, you'll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role - you'll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds.
You'll work across modern on-prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You'll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support.
This role is based at our Solihull head office.
What You'll Be Doing

 * Acting as the technical escalation point for 1st and 2nd line engineers
 * Owning and resolving complex incidents and problems through to completion
 * Providing expert support via tickets, telephone, email and remote access
 * Performing in-depth troubleshooting across infrastructure, cloud and EUC platforms
 * Carrying out root cause analysis and recommending long-term improvements
 * Managing and prioritising multiple issues while working within SLA commitments
 * Monitoring and responding to alerts generated by remote monitoring tools
 * Maintaining accurate documentation, knowledge articles and customer records
 * Identifying opportunities to reduce recurring incidents and improve service delivery
 * Supporting continuous improvement initiatives across tools, processes and standards

Communicating clearly with customers, translating technical detail into business-friendly language