3rd Line Support Technical Services Engineer - Microsoft Windows 365 Azure Networking

Overview

3rd Line Support Technical Services Engineer – Microsoft Windows 365

Azure Networking.

Location:

Leeds. Hybrid – 2 to 3 days at the office, 1 to 3 days remote.

Salary: £45,000 – £50,000.

Requirements:
Experience working at an MSP in a support role.

The Technical Services Engineer plays a pivotal role in delivering exceptional technical support and ensuring outstanding service for customers. This position is responsible for:
- providing advanced troubleshooting, investigative analysis, and resolution of complex technical issues escalated from both the Service Desk and wider Technical Services teams, while consistently meeting agreed KPIs and SLAs.

Additional responsibilities include:

• owning technically challenging incidents and problems, identifying root causes and implementing long‑term solutions.
• contributing to large‑scale infrastructure projects, problem management initiatives, and continuous service improvement activities.
• providing coaching, mentoring, and guidance to fellow engineers, and acting as a deputy for the Senior Technical Services Manager when required.
• playing an active role in the delivery of project work, including infrastructure deployments, cloud migrations, and technology transformation initiatives.
• supporting the Field Services team with on‑site installations and deployments where required.
• maintaining high standards of documentation, ticket management, time recording, and customer communication.

• Knowledge and technical understanding of Microsoft 365 and general business IT systems.
• Specialised knowledge/certification in more than one field of IT systems, e.g. networking, server infrastructure, Azure, web services.
• Experience of leading problem management, service change or implementation, or project delivery.
• Experience using Connect Wise, or an alternative ITSM tool (Service Now, Remedy, Autotask), in a service and project capacity.
• Operational understanding and experience working in ITIL aligned environments, including understanding of SLAs, incident management, service request fulfilment, and change management.
• Experience working within PRINCE2 projects, as a team resource.
• Strong dispute resolution and high‑pressure environment skills.
• Excellent troubleshooting skills.
• Strong team working and team leadership skills.

Opportunities to own support cases, move into project engineering and implementations, progression, and training. Unlimited parking, supportive culture.