3rd Line Engineer

I am looking for an experienced 3rd Line Support Engineer to join a growing Managed Services team, acting as the senior escalation point for complex technical issues across a diverse client base.

This position combines deep technical troubleshooting with proactive service improvement, customer engagement, technical leadership and mentoring. You'll play a key role in resolving high-impact incidents, conducting technical health checks and audits, and helping customers get the most from their Microsoft cloud and infrastructure environments.

• Act as the final escalation point for complex technical incidents and service requests.
• Lead major incident investigations and root cause analysis activities.
• Deliver technical audits, health checks and best-practice assessments across client environments.
• Support and maintain Microsoft 365, Azure, Windows Server and Active Directory platforms.
• Identify technical risks and recommend improvements to increase resilience, security and performance.
• Produce clear technical documentation and customer-facing reports.
• Provide technical guidance and mentoring to 1st and 2nd Line Engineers.
• Contribute to service improvement initiatives, operational standards and knowledge sharing.

• Proven experience in a 3rd Line Support Engineer or Senior Infrastructure Engineer role.
• Strong Microsoft 365 knowledge including Exchange Online, Teams, SharePoint, Entra  Intune.
• Experience supporting Azure environments, Windows Server and Active Directory.
• Solid understanding of networking fundamentals including DNS, DHCP, TCP/IP and VPN technologies.
• Good understanding of endpoint management and IT security best practices.
• Experience working within ITIL-led service environments and using ITSM platforms.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent written and verbal communication skills with a customer-focused approach.