Senior IT Support Engineer (3rd line)

In this role you will provide senior-level 3rd line IT support and own complex incidents across multiple sites. You will lead infrastructure projects from planning to handover, mentor junior engineers, and strengthen IT security and reliability. The role sits in the IT team, collaborating with stakeholders to deliver critical business systems and continuous improvement. This is a hands-on, impact-driven position with a focus on security, networking, and modern Microsoft technologies.

• Provide 2nd and 3rd line support for users across multiple sites
• Troubleshoot and resolve complex hardware, software, server, network and infrastructure issues
• Act as primary escalation point for Service Desk
• Manage Microsoft 365, Azure AD/Entra ID, Windows Server, Active Directory, DNS, DHCP, and Group Policy
• Configure and troubleshoot networking including switches, routers, wireless, VPNs and firewalls
• Own firewall administration (policies, NAT, VPN, rule management, firmware, monitoring)
• Maintain network security practices via optimisation, vulnerability remediation and access control
• Lead IT infrastructure projects from scoping to handover and post-project support
• Gather requirements and create implementation plans with stakeholders
• Perform system upgrades, patch management and deployments
• Monitor performance and identify opportunities to improve availability and security
• Maintain documentation, diagrams, and standard operating procedures
• Support backup, disaster recovery and business continuity
• Coordinate with vendors/ MSPs as needed
• Ensure compliance with IT security policies and regulatory requirements
• Mentor junior engineers and Service Desk analysts

• Senior 2nd Line or 3rd Line IT Support in an enterprise environment
• Strong experience with Microsoft 365, Windows Server, Active Directory, Azure/Entra ID, Exchange Online, DNS, DHCP, Group Policy
• Hands-on experience managing enterprise firewalls (e.g., Sophos, Fortinet, Cisco, Palo Alto, WatchGuard, SonicWall) including VPNs, NAT and security policies
• Solid networking knowledge (TCP/IP, VLANs, routing, switching, wireless, troubleshooting)
• Experience delivering IT infrastructure projects end-to-end
• Experience with VMware or Hyper-V
• Knowledge of backup, DR, cybersecurity tools and best practices
• Excellent troubleshooting, analytical, problem-solving, and stakeholder management
• Ability to manage multiple priorities and meet deadlines
• Relevant IT qualifications or degree desirable
• Microsoft certifications and firewall/networking certifications advantageous

• Customer service orientation
• Strong communication skills
• Stakeholder management
• Microsoft 365
• Azure AD/Entra ID
• Windows Server