Senior 3rd Line Support Engineer

Salary: £37,000 - 37,500 per year

Requirements

• Proven background in a Senior or 3rd Line Support role, ideally within an MSP
• Strong experience with Windows desktop and server environments
• Hands-on experience with Microsoft 365, including Exchange Online, Intune, and Entra ID or Azure AD
• Experience with Active Directory, Group Policy, and core infrastructure services
• Solid networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and VPNs
• Experience with firewalls, switches, and general networking devices
• Experience with virtualisation platforms such as VMware or Hyper-V
• Experience with Microsoft Azure, including Azure Virtual Desktop
• Experience with Citrix environments
• Exposure to security tools or security-focused troubleshooting is desirable
• Scripting, automation, or Infrastructure as Code experience is desirable
• Experience mentoring or supporting junior engineers is desirable

Responsibilities

• Act as the technical escalation point for 1st and 2nd Line teams
• Own and resolve complex incidents and problems through to completion
• Perform in-depth troubleshooting across infrastructure, cloud, and EUC environments
• Conduct root cause analysis and implement permanent fixes
• Support users via tickets, phone, email, and remote sessions
• Manage and prioritise workload in line with SLAs
• Monitor and respond to alerts from RMM tools
• Maintain clear and accurate documentation and knowledge articles
• Identify trends and drive service improvements
• Support internal initiatives to improve tools, processes, and standards
• Communicate technical detail in clear, business-friendly language

Technologies

• Active Directory
• Azure
• Citrix
• Cloud
• Hyper-V
• Support
• Microsoft 365
• Security
• TCP/IP
• VMware
• Windows
• Office 365

More

We are a high-performing technical team based in Solihull, and this is a hybrid role with three days onsite. This is a true 3rd line position where we focus on deep technical investigation, root cause analysis, and long-term solutions across modern on-prem, virtualised, and cloud environments. We offer 25 days annual leave increasing to 28 with service, a strong healthcare and wellbeing package including private medical cover, discounted health plans, and virtual GP access, as well as employee assistance and wellbeing support. We provide real opportunities for career progression and technical development within a collaborative environment where you can make a genuine impact.

last updated 23 week of 2026