3rd Line Support Engineer – M365, Cloud, MSP

About the role

We are looking for a seasoned 3rd Line Support Engineer to join a leading Managed Services Provider. You will work on Microsoft 365, Azure and broader cloud environments, acting as the escalation point for the most complex incidents and helping clients improve service quality and security.

Key responsibilities

• Serve as the primary escalation point for high‑impact incidents across managed services.
• Lead problem management and major incident investigations, delivering root‑cause analysis and preventative recommendations.
• Resolve advanced incidents, problems and non‑standard requests within ConnectWise Manage, covering infrastructure, cloud and Microsoft platforms.
• Engage senior technical colleagues, professional services engineers, Microsoft and third‑party vendors when required.
• Maintain detailed ticket notes, RCA documentation and remediation plans.
• Review technical changes and change‑control submissions to ensure quality and risk awareness.
• Deliver repeatable managed‑service activities such as technical health checks, baseline reviews and audits of M365, Azure, endpoints and infrastructure.
• Produce clear technical reports translating findings into practical recommendations for clients and account managers.
• Identify risks and service gaps, feeding recommendations into continual service improvement initiatives.
• Support account and service‑delivery managers during technical reviews, proposal validation, service transition and early‑life support.

Required profile

• Proven experience as a senior or 3rd‑line engineer within a Managed Services environment.
• Strong background with Microsoft technologies, especially Microsoft 365, Windows Server, Active Directory and Azure core services.
• Demonstrated ability to manage complex incidents, conduct root‑cause analysis and communicate technical issues to both technical and non‑technical stakeholders.
• Experience working with ConnectWise Manage or similar service‑management platforms.

Required skills

• Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
• Windows Server and Active Directory
• Azure (core services, identity, networking basics)
• ConnectWise Manage