About the position
Key Responsibilities
- Manage 3rd line escalations from 2nd line engineers, project teams, and account managers
- Troubleshoot advanced issues across Microsoft 365, Azure, Windows Server, Hyper-V, VPN, Acronis, Veeam, and wider cloud infrastructure
- Diagnose and fix network and hardware challenges, including firewalls, routers, switches, and on-premises servers
- Support website hosting escalations, including DNS adjustments, CMS troubleshooting, and migration tasks
- Share technical insights with the team and contribute to continuous improvement
- Assist with the delivery of varied IT projects
Required Technical Expertise
- Microsoft Azure administration, configuration, and troubleshooting
- Microsoft 365 tenant setup and management, including Exchange Online and SharePoint Online
- Strong understanding of Microsoft Hyper-V and virtualisation concepts
- Experience with Acronis, Azure Backup, and similar backup technologies
- Ability to configure and troubleshoot firewalls (WatchGuard, Unifi, SonicWall beneficial)
- Familiarity with Defender for 365, spam filtering tools, and Cyber Essentials frameworks
- Experience with antivirus solutions such as ESET
- Confidence working with DNS changes, website migrations, and hosting troubleshooting
- Proven experience delivering IT projects from start to finish
Additional Requirements
- Strong MSP background with exposure across 1st to 3rd/4th line duties
- Good knowledge of RMM tools and ticketing systems
- At least two Microsoft certifications (e.g., MS-102, AZ-104)
- A private and reliable home working environment with fast, stable internet (equipment provided)
Personal Attributes
- Customer-focused, approachable, and passionate about delivering excellent service
- Clear and confident communicator with professional English skills
- Reliable, accountable, and collaborative
- Proactive, problem-solving mindset with strong attention to detail
- Career-driven and looking for long-term growth within a progressive MSP
Desired Skills:
About The Employer:
About the Company
Join a rapidly growing Managed Services Provider delivering high-quality IT support, cloud solutions, cyber security services, and project consultancy. The company supports clients across London and surrounding counties, offering a dynamic environment where technical professionals can expand their skill set and progress their careers.
About the Role
We are seeking a highly capable 3rd Line Support Engineer to serve as a senior escalation point for complex technical issues. This role suits someone who enjoys solving diverse challenges, working across a broad technical stack, and contributing to a fast-paced MSP environment.
Employer & Job Benefits:
