Technical Support Lead (3rd/4th Line) – Birmingham (Hybrid)

About the role

This senior technical support position is based in Birmingham and operates on a hybrid model. You will act as the escalation point for complex infrastructure issues, supporting a diverse client base and contributing to solution design and pre‑sales activities.

Key responsibilities

• Resolve 3rd/4th line incidents across enterprise infrastructure technologies.
• Provide expert guidance in technical meetings for both technical and non‑technical stakeholders.
• Collaborate with project teams to design and scope solutions, including cloud migrations.
• Drive automation, AI‑based improvements and continual service enhancement.
• Mentor junior engineers and promote best practices.
• Occasionally attend onsite client visits.

Required profile

• Proven experience in a senior 3rd/4th line infrastructure support role.
• Strong troubleshooting ability across Windows, Linux and virtualised environments.
• Excellent communication skills with both technical and business audiences.
• Experience in an MSP environment is desirable.

Required skills

• Linux (Ubuntu)
• VMware
• Windows Server
• Citrix
• Microsoft 365 & Entra ID
• Apache, NGINX or IIS
• DNS, networking and load balancing
• Backup & Disaster Recovery
• SonicWall (or similar firewall)
• PowerShell for administration and automation
• AI tools such as Microsoft Copilot or Power Automate