Senior Information Technology Engineer

We're working with a Leeds-founded MSP that has grown significantly through acquisition adding operations in London and the Midlands is looking for a 3rd Line Engineer to anchor the escalation function at their Leeds site.

They've gone from a single-site business to a multi-region operation with 180-200 customers and three merged service desks, all now running on a unified toolstack. That growth brings real complexity: different estates, different customer types, engineers from different backgrounds, and a service desk that's still maturing post-merger.

This is the kind of environment where a strong 3rd Line engineer can make a genuine impact not just technically, but in shaping how the desk operates.

The work splits roughly 40-60% between BAU escalations and project involvement, though it flexes. On the BAU side you're resolving the tickets that others can't: AD and Group Policy issues, DNS/DHCP, hybrid and cloud mail problems, Intune, backup failures, VM faults. On the project side you're dipping into server builds and migrations, M365 modern workplace deployments, and network/firewall change work as needed.

The estate reflects the business's growth
- London operations are largely cloud-first, while Leeds carries more on-prem infrastructure across manufacturing, Sage, and line-of-business environments. Hyper-V, Windows Server, Azure/Entra , M365, Intune, and a range of firewall vendors (Sonic Wall, Sophos, Fortinet, Meraki). You need to be comfortable working across both ends of that spectrum.

• Strong M365 administration and troubleshooting
  - Exchange Online, SharePoint, Teams
• Intune / device management and a working knowledge of Conditional Access and Defender
• Hands-on experience with Hyper-V and backup platforms (Veeam or similar)
• An MSP background (This is the only non negotiable)
• Networking (routing, switching, VLANs, firewall config) is a nice-to-have rather than a hard requirement, but it'll open up more of the project work faster.

Straight-talking and non-corporate. The Head of Service Delivery has high standards around documentation, ownership, and communication and they're very good at setting expectations. Post-merger, the documentation isn't where it needs to be yet; they want someone who treats that as a problem to fix, not a can to kick down the road.

The business is still in an active growth phase and that creates real opportunity. This role sits at the top of the local support stack - once the desk is stabilised and you've proven yourself as the escalation point, the natural next step is a move into full-time projects and professional services.

This role is Hybrid - with 50% of your time on site in Leeds.