3rd Line Engineer

In this senior escalation role within a growing MSP, you resolve high-impact incidents and lead root cause analyses while guiding junior engineers. You’ll perform technical health checks, audits and best-practice assessments across Microsoft 365 and Azure environments. You will drive service improvements, engage with customers and contribute technical leadership. The role blends deep troubleshooting with mentoring in a hybrid London setting.

• Final escalation point for complex incidents and service requests
• Lead major incident investigations and root cause analysis
• Conduct technical audits, health checks and best-practice assessments
• Support and maintain Microsoft 365, Azure, Windows Server and Active Directory
• Identify risks and propose improvements to resilience, security and performance
• Produce technical documentation and customer-facing reports
• Provide technical guidance and mentoring to 1st/2nd Line Engineers
• Contribute to service improvement initiatives and knowledge sharing

• Proven 3rd Line or Senior Infrastructure Engineer experience
• Strong Microsoft 365 knowledge (Exchange Online, Teams, SharePoint, Entra ID, Intune)
• Experience with Azure, Windows Server and Active Directory
• Networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Endpoint management and IT security best practices
• ITIL-led service environment experience and ITSM platforms
• Strong troubleshooting, analytical and communication skills

• Customer-focused communication
• Mentoring and leadership
• Analytical problem-solving
• Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID, Intune)
• Azure
• Windows Server