IT & Software

Senior 3rd Line IT Support Engineer – Good Energy MS Cloud MSP.

Recruitment Revolution

Birmingham · West Midlands · United Kingdom

Overview

In this role you own the most complex technical issues, acting as the trusted escalation point between Service Desk and senior architecture. You’ll apply deep Microsoft infrastructure expertise to resolve problems, mentor engineers, and help raise service quality across multiple customer environments. You’ll collaborate with the Service Delivery Manager to strengthen managed services and ensure outcomes align with client needs. This position offers autonomy, technical impact, and a path to broader influence within a growing MSP. You’ll be at the forefront of delivering exceptional, secure IT services and digital transformation for demanding customers.

Pay / Benefits
  • Hybrid working
  • Company pension
  • Microsoft training and certification support
  • Career development opportunities
  • Exposure to modern Microsoft technologies
  • Collaborative team culture
Responsibilities
  • Own complex 3rd Line incidents from investigation to resolution
  • Support Windows Server, Active Directory, Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, Intune and Defender
  • Troubleshoot networking, virtualization, backup, and infrastructure issues across multiple clients
  • Act as senior escalation point for Service Desk while mentoring colleagues
  • Collaborate with Service Delivery Manager to improve service quality and technical standards
  • Create clear technical documentation and contribute to knowledge sharing
  • Support continuous service improvement across managed services
Key requirements
  • At least 5 years in a senior 2nd/3rd Line role, ideally in an MSP or multi-customer environment
  • Strong Microsoft infrastructure knowledge: Windows Server, Active Directory, Microsoft 365
  • Experience with Entra ID, Intune and Microsoft Defender
  • Solid networking knowledge (DNS, DHCP, VPNs, firewalls)
  • Experience with VMware/Hyper-V and other virtualization platforms
  • Experience using HaloPSA or similar PSA platform
  • Excellent customer communication and stakeholder management
  • Structured, evidence-based troubleshooting and documentation
  • clear communication
  • ownership
  • methodical troubleshooting
  • Windows Server
  • Active Directory
  • Microsoft 365

Reference: WJ-747_30142736

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