3rd Line Support Engineer

About the role

We're recruiting on behalf of a growing MSP in Milton Keynes for a Senior Support Engineer to join their service desk team. This is a pivotal position for an experienced support engineer ready to take ownership of complex technical challenges. You'll be the final point of escalation when issues get complicated, the lead engineer during major incidents, and the mentor who helps junior engineers develop.

What you'll do

• Serve as the final point of escalation for complex technical support issues, leading incident management across the client base
• Act as lead technical engineer during major incidents, coordinating response and driving resolution
• Mentor junior support engineers through hands-on guidance and documentation standards
• Partner with engineering teams on root cause analysis and feed insights into service improvements
• Design and implement support tools, automation scripts, and monitoring solutions
• Consult with customers on infrastructure and security best practices
• Participate in an on-call rotation for high-priority coverage

What you'll need

• Substantial experience in a senior technical support or systems engineering role, ideally within an MSP or enterprise IT environment
• Strong Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID)
• Hands-on Azure administration (VMs, networking, identity management)
• Confident networking skills (TCP/IP, DNS, DHCP, VPNs, firewall configuration)
• PowerShell scripting for automation and troubleshooting
• Experience with Hyper-V and VMware
• Proven incident leadership and a track record of mentoring others

Nice to have: VoIP/telephony, Mimecast, SonicWall or Fortinet experience.

What's on offer

Hybrid working, workplace pension, private medical cover, generous holiday allowance, and genuine investment in your growth working across enterprise clients in the UK and internationally.

Work Location: In person