3rd Line Support Engineer

3rd Line Support Engineer

Ashford, Kent

Up to 45,000 depending on experience

Full UK Driving Licence Required Office & Client Site Travel

- Are you an experienced MSP engineer who has become the person others turn to when an issue gets complicated?

- Are you comfortable troubleshooting across Microsoft 365, servers, networking, firewalls and cloud environments rather than specialising in just one area?

- Would you like to join a growing MSP where you can take ownership of complex technical work and get involved in a strong pipeline of upcoming projects?

If so, this could be a great opportunity.

The Role

We are recruiting for a growing Managed Service Provider in Ashford who are looking for an experienced 3rd Line Support Engineer to strengthen their technical team.

This is a senior, hands-on role supporting a varied client base across Microsoft cloud, infrastructure, networking and security. You will act as an escalation point for the wider support team, taking ownership of more complex technical issues that require deeper investigation and experience.

There is also a growing pipeline of project work, so alongside BAU support you will have the opportunity to get involved in migrations, infrastructure upgrades, network deployments and Microsoft cloud projects.

As a smaller MSP, they are looking for somebody comfortable getting involved wherever their technical expertise is needed rather than working within a narrowly defined remit.

What You Will Be Doing

• Acting as a senior technical escalation point for complex client issues
• Troubleshooting Microsoft 365, Entra  hybrid environments
• Supporting and administering Windows Server and Active Directory environments
• Managing Microsoft 365 environments across multiple customer tenants
• Supporting Microsoft Intune, Autopilot and endpoint management
• Troubleshooting networking including VLANs, switching, routing, DNS, DHCP and wireless
• Configuring and troubleshooting firewalls, VPNs and security policies
• Supporting virtualised environments including Hyper-V, VMware and Proxmox
• Managing backup, disaster recovery and business continuity solutions
• Supporting endpoint security, MFA and EDR technologies
• Diagnosing complex infrastructure and performance issues
• Taking ownership of technical problems through to resolution
• Supporting and mentoring less experienced engineers when required
• Producing clear technical documentation and improving internal knowledge
• Working directly with customers to explain technical issues and recommendations
• Delivering and supporting infrastructure and cloud projects
• Attending customer sites where hands-on technical work is required

Project work could include Microsoft 365 migrations, server upgrades, network refreshes, firewall deployments, wireless installations and wider infrastructure improvements.

What We Are Looking For

We are looking for somebody with broad technical experience rather than an engineer specialising in one technology.

You will ideally have:

• Strong 3rd Line or senior 2nd/3rd Line experience within an MSP
• Broad Microsoft infrastructure and Microsoft 365 knowledge
• Strong Windows Server and Active Directory experience
• Good practical knowledge of Microsoft Entra
• Experience supporting Microsoft Intune and modern device management
• Strong networking knowledge including VLANs, switching, routing and wireless
• Experience administering and troubleshooting firewalls and VPNs
• Experience supporting virtualised server environments
• Good understanding of backup, disaster recovery and security technologies
• Confidence investigating unfamiliar or complex technical problems
• Strong customer-facing communication skills
• The ability to work independently and take ownership of technical issues

Previous involvement in infrastructure or Microsoft cloud projects would be particularly valuable.

The Person

This would suit somebody who enjoys being technically hands-on and likes the variety that comes with working for an MSP.

You might currently be a 3rd Line Engineer, Senior Support Engineer, Infrastructure Engineer, Senior IT Engineer or experienced 2nd/3rd Line Engineer who is looking for more responsibility and greater involvement in project work.

You do not need to know every technology…