3rd Line Support Engineer; Remote

MSP background.

About the Company:

Join a rapidly growing Professional Managed Services Provider delivering proactive and on-demand IT support services, cutting-edge technology solutions, and expert project management & consultancy. The company also specialises in Cyber Security testing, prevention, and certification services, serving a diverse range of industries across London and surrounding counties.

About the Role:

We are looking for a highly skilled 3rd Line Support Engineer to act as a key escalation point for technical issues. You will play a crucial role in resolving complex IT challenges, supporting internal teams, and ensuring high-quality service delivery to clients.

Key Responsibilities:

• Act as the 3rd line escalation point, ensuring prompt resolution of technical issues escalated by 2nd line support engineers and project/account managers.
• Diagnose and resolve software and cloud infrastructure challenges, including VPN, Microsoft 365, Azure, Acronis, Veeam, Windows Server, Hyper-V, Defender for 365, and more.
• Identify and fix hardware and network issues, covering firewalls, routers, networking devices, and on-premises servers.
• Oversee and manage website hosting services, providing escalation support for CMS and hosting-related troubleshooting.
• Stay updated with current technologies and share insights with the team.

Technical Expertise Required:

• Microsoft Azure:
  Configuration, management, and troubleshooting of virtual environments.
• Microsoft 365:
  Tenant configuration, including Exchange Online and SharePoint Online.
• Virtualisation:
  Strong knowledge of Microsoft Hyper-V and virtualisation principles.
• Backup Solutions:
  Experience with Acronis and Azure Backup.
• Firewalls:
  Configuration and troubleshooting of hardware firewalls (Watch Guard, Unifi, and Sonic Wall experience is a plus).
• Cyber Security:
  Familiarity with Defender for 365, third-party spam filtering products, and Cyber Essentials certification requirements.
• Antivirus Solutions:
  Experience with ESET solutions is beneficial.
• Website Hosting Maintenance: DNS changes, website migration, and troubleshooting.
• IT Project Delivery:
  Proven track record in managing and delivering IT projects across a broad scope.

Additional Requirements:

• Strong MSP background, with experience spanning from 1st to 3rd/4th line roles.
• Familiarity with RMM (Remote Monitoring & Management) and ticketing systems.
• Certifications:
  
  At least two professional certifications from Microsoft 365 or Azure Administrator/Intermediate series (e.g., MS-102, AZ-104).
• Home Office Setup: A private, reliable, and uninterrupted workspace with fast and stable internet connectivity (company-provided equipment will be used).

Personal Attributes:

• Customer-focused and approachable Passionate about providing excellent support.
• Strong communicator Fluent in English, with a professional and clear telephone manner.
• Reliable and team-oriented Punctual, accountable, and a strong team player.
• Proactive and committed Always goes the extra mile to ensure tasks are completed efficiently and effectively.
• Career-minded Looking for long-term stability within a dynamic and growing company.