3rd Line Support Engineer

3rd Line Support Engineer, Permanent, £50k, Central London (Hybrid)

3rd Line Support Engineer with Microsoft 365, Azure, and Windows Server required by a leading IT MSP. In this role you’ll handle critical support desk escalations and guide 2nd Line teams across a range of technologies.

This Central London-based IT MSP supports UK-wide clients via a 30-person Help Desk, including offshore support. The role is key to resolving P1 and P2 tickets and enhancing service delivery quality.

• Troubleshoot escalated support tickets involving Microsoft 365, Azure, VMware, Hyper-V, and Windows Server 2016/2019
• Provide support for firewall and switch issues beyond 2nd Line capacity
• Use Connect Wise for ticket handling and escalation
• Collaborate with internal/external stakeholders and 3rd parties on resolution
• Mentor 2nd Line teams and balance workload with service desk management

• 3 to 5 years of experience in an MSP environment
• Experience in a support desk team
• Proficiency with ITSM tools such as Connect Wise, Bright Gauge, Smile Back, ITBoost, Ninja One
• Strong communication and workload prioritisation skills

• Microsoft Cloud certifications (e.g. AZ-500, AZ-104, AZ-700, SC-200, MS-100, MS-101)
• 1 day remote, 4 days in-office hybrid model
• Paid certifications & structured career paths
• Healthcare scheme, gym membership, team socials, and weekly breakfasts