3rd Line Support Engineer

SUMMARY:
Remote

POSITION INFO:

Experienced MSP Engineer Required

About the Company

Join a rapidly growing Managed Services Provider delivering high-quality IT support, cloud solutions, cyber security services, and project consultancy. The company supports clients across London and surrounding counties, offering a dynamic environment where technical professionals can expand their skill set and progress their careers.

About the Role

We are seeking a highly capable 3rd Line Support Engineer to serve as a senior escalation point for complex technical issues. This role suits someone who enjoys solving diverse challenges, working across a broad technical stack, and contributing to a fast-paced MSP environment.

Key Responsibilities

• Manage 3rd line escalations from 2nd line engineers, project teams, and account managers

• Troubleshoot advanced issues across Microsoft 365, Azure, Windows Server, Hyper-V, VPN, Acronis, Veeam, and wider cloud infrastructure

• Diagnose and fix network and hardware challenges, including firewalls, routers, switches, and on-premises servers

• Support website hosting escalations, including DNS adjustments, CMS troubleshooting, and migration tasks

• Share technical insights with the team and contribute to continuous improvement

• Assist with the delivery of varied IT projects

Required Technical Expertise

• Microsoft Azure administration, configuration, and troubleshooting

• Microsoft 365 tenant setup and management, including Exchange Online and SharePoint Online

• Strong understanding of Microsoft Hyper-V and virtualisation concepts

• Experience with Acronis, Azure Backup, and similar backup technologies

• Ability to configure and troubleshoot firewalls (WatchGuard, Unifi, SonicWall beneficial)

• Familiarity with Defender for 365, spam filtering tools, and Cyber Essentials frameworks

• Experience with antivirus solutions such as ESET

• Confidence working with DNS changes, website migrations, and hosting troubleshooting

• Proven experience delivering IT projects from start to finish

Additional Requirements

• Strong MSP background with exposure across 1st to 3rd/4th line duties

• Good knowledge of RMM tools and ticketing systems

• At least two Microsoft certifications (e.g., MS-102, AZ-104)

• A private and reliable home working environment with fast, stable internet (equipment provided)

Personal Attributes

• Customer-focused, approachable, and passionate about delivering excellent service

• Clear and confident communicator with professional English skills

• Reliable, accountable, and collaborative

• Proactive, problem-solving mindset with strong attention to detail

• Career-driven and looking for long-term growth within a progressive MSP