Senior 3rd Line IT Support Engineer – Good Energy MS Cloud MSP

Position: Senior 3rd Line IT Support Engineer – Good Energy MS Cloud MSP.
Some Engineers Escalate Problems. Others Own Them.

When the easy fixes have been exhausted, who does the team turn to?

We're looking for an experienced Senior 3rd Line Engineer who enjoys solving the technical problems others can't. Someone who combines strong Microsoft infrastructure expertise with sound judgement, clear communication and genuine ownership.

You'll become the trusted technical counterpart to our Service Delivery Manager, helping resolve complex customer issues, supporting the wider engineering team and ensuring our customers receive an exceptional managed service.

If you're an experienced MSP engineer who enjoys variety, autonomy and making a real technical impact, we'd love to hear from you.

The Role at a Glance Senior 3rd Line Engineer Aston Cross, Birmingham – Office Based Initially (3–6 Months) | Hybrid Working (3 Days Office / 2 Days Home)40,000 - 50,000 DOE + Excellent Benefits Permanent | Full Time Reporting to:
Service Delivery Manager Product / Service:
Managed IT Services | Microsoft Cloud | Cyber Security | Digital Transformation Pedigree:
Leading Microsoft Partner & Managed Services Provider Your Background /

Skills:

MSP, 3rd Line Support, Microsoft 365, Windows Server, Active Directory, Entra , Intune, Microsoft Defender, Networking, HaloPSA

Experience:

At least five years’ experience in a senior 2nd Line or 3rd Line technical support role, ideally in an MSP or multi-customer environment. Who We Are Nexian is a leading technology partner specialising in Managed IT Services, Microsoft Cloud, Cyber Security, AI, Automation and Digital Transformation.

We help ambitious organisations modernise, secure and optimise their technology through a combination of strategic consultancy, managed services and technical expertise.

Alongside our Managed Services business, we're recognised as one of the UK's leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long-term growth.

We're a collaborative, ambitious business where ownership is encouraged, good ideas are welcomed and people genuinely enjoy working together.

The Opportunity This role bridges the gap between our Service Desk and Senior Architect.

You'll take ownership of the most technically challenging support issues, using your experience to investigate thoroughly, make informed decisions and resolve problems wherever possible before specialist architectural support is required.

Alongside hands-on technical work, you'll mentor engineers, improve technical standards and work closely with the Service Delivery Manager to continually strengthen our Managed Services operation.

What You'll Be Doing
• Take ownership of complex 3rd Line incidents and service requests from investigation through to resolution.
• Support Windows Server, Active Directory, Microsoft 365, Exchange Online, Teams, SharePoint, Entra , Intune and Microsoft Defender environments.
• Troubleshoot networking, virtualisation, backup and infrastructure issues across multiple customer environments.
• Act as the senior escalation point for Service Desk engineers while mentoring and supporting their technical development.
• Work closely with the Service Delivery Manager to improve service quality, technical standards and customer outcomes.
• Produce clear technical documentation, contribute to knowledge sharing and support continuous service improvement.

About You You'll already have built significant technical support experience, ideally within a Managed Service Provider or multi-customer environment, and be comfortable operating as the senior technical escalation point when complex issues arise.

You're comfortable dealing with ambiguity, methodical in your troubleshooting and confident making technical decisions without immediately escalating every difficult issue.

You'll likely bring:
• At least 5 years' experience within a senior 2nd Line or 3rd Line technical support role, ideally within an MSP or multi-customer environment.
• Strong experience within a 3rd Line Support role in an MSP environment.
• Excellent Microsoft infrastructure knowledge including Windows Server, Active Directory and…