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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 3rd Line Support Engineer - **Company:** wavenet - **Location:** Shirley, 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:** May 14, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=c6f714cd2ffe5373 ## About the Role Do you have experience in Windows?, 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 ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)