Senior Technical Support Engineer

Salary: £38,000 - 42,000 per year

• Proven experience in a Senior Technical Support Engineer, 3rd Line Engineer or Senior Service Desk role.
• Strong experience supporting Microsoft Windows Server and Desktop environments.
• Excellent knowledge of Microsoft 365, Azure, Active Directory and Group Policy.
• Strong networking knowledge including DNS, DHCP, VPNs, switching and routing.
• Experience supporting firewalls and implementing cybersecurity best practices.
• Knowledge of Hyper‑V and/or VMware virtualisation.
• Experience working within a Managed Service Provider (MSP) environment would be highly advantageous.
• Excellent troubleshooting skills with the ability to resolve complex technical issues independently.
• Strong communication skills with the confidence to mentor junior engineers and build trusted relationships with customers.

• Act as the senior technical escalation point for complex 3rd Line support tickets.
• Troubleshoot and resolve advanced issues across Microsoft server, desktop and cloud environments.
• Support and maintain Microsoft 365, Azure, Active Directory and networking and virtualisation technologies.
• Diagnose and resolve complex networking, firewall and connectivity issues.
• Lead technical investigations, root cause analysis and problem resolution.
• Mentor and support 1st and 2nd Line Engineers, providing technical guidance and knowledge sharing.
• Assist with infrastructure upgrades, migrations and customer projects.
• Maintain high-quality technical documentation and contribute to the internal knowledge base.
• Ensure support tickets are managed effectively, meeting service level agreements and delivering an exceptional customer experience.
• Identify opportunities for service improvement, automation and operational efficiency.
• Work closely with the wider technical team, customers and senior stakeholders to deliver reliable, secure and proactive IT services across a varied client base.

• Active Directory
• Azure
• Cloud
• Firewall
• Hyper‑V
• Support
• Microsoft 365
• VMware
• Windows
• Office 365

We are a well‑established IT services provider supporting SMEs across Gloucestershire and the UK. Based in Cheltenham with hybrid working, we offer a salary of £38,000 - £42,000 along with a company pension, company events, on‑site parking, ongoing training and clear career progression. This is an excellent opportunity for an experienced 3rd Line Engineer who enjoys solving complex technical challenges and wants to grow into Team Leadership and, ultimately, Service Desk Management within a supportive, collaborative and ambitious Managed Service Provider.