3rd Line IT Support Engineer – Hybrid (2 days WFH)

About the role

We are seeking a 3rd Line IT Support Engineer to join a fast‑growing Microsoft Gold Partner in Hertford. The role offers a hybrid working model with two days per week remote and involves handling advanced technical issues for a diverse client base.

Key responsibilities

• Take ownership of T3 tickets, ensuring accurate logging and appropriate escalation.
• Provide second‑line assistance to T1/T2 teams when required.
• Collaborate with Service Desk members and line management to share knowledge and improve processes.
• Produce clear reports for end users and management.

Required profile

• Strong verbal and written communication skills.
• Experience in client administration and support within an MSP environment.
• Ability to deliver secure, high‑performance services to demanding users.
• Willingness to support Service Desk management and contribute to team development.

Required skills

• Windows Server 2016/2019/2022 administration.
• Windows 10/11 desktop support.
• Office 365 and SharePoint administration.
• Microsoft Exchange management.
• Virtualisation (VMware ESXi, Hyper‑V).
• Remote Desktop technologies (RDS, Citrix, Azure Virtual Desktop).
• Remote Monitoring & Management tools such as Datto and N‑Able.
• Security solutions including DLP and backup technologies.
• Familiarity with ITSM platforms like ConnectWise or HaloPSA.

What we offer

• Competitive salary £38 k‑£42 k, dependent on experience.
• 25 days annual leave plus bank holidays.
• Hybrid working (2 days remote per week).
• Company pension scheme and private healthcare.
• Opportunities for professional growth within a supportive team.