2nd/3rd Line Support Engineer – Managed Services

About the role

We are seeking an experienced 2nd/3rd Line Support Engineer to join a fast‑growing Managed Service Provider in Oxford. The successful candidate will act as a senior escalation point, solving complex technical issues across server, network, cloud and end‑user environments while supporting infrastructure projects.

Key responsibilities

• Act as escalation point for complex technical issues.
• Troubleshoot and resolve incidents across server, network, cloud and end‑user environments.
• Own high‑priority tickets through to resolution.
• Support infrastructure changes, upgrades and project delivery.
• Perform root‑cause analysis and implement permanent fixes.
• Provide onsite support when required and conduct client site visits.
• Collaborate with internal teams and client stakeholders.
• Maintain accurate documentation and service records.
• Contribute to service‑improvement initiatives.

Required profile

• 5+ years’ experience in IT support, infrastructure or MSP environments.
• Full UK driving licence and access to a vehicle.
• Strong communication skills and ability to manage priorities.
• Desirable: MSP experience, Microsoft/Azure certifications, ITIL exposure, Mac experience.

Required skills

• Microsoft 365 and Azure identity platforms.
• Windows Server and virtualised environments.
• Networking, switching and firewall technologies (VLANs, firewalls).
• Intune and endpoint management.
• SharePoint, collaboration tools and email migrations.
• Backup, disaster‑recovery and security tooling.
• PowerShell scripting and automation.
• Group Policy and Conditional Access.

What we offer

• Broad exposure to multiple technologies and client environments.
• Involvement in infrastructure projects and upgrades.
• Training and certification support.
• Structured working environment with 25 days holiday plus bank holidays.
• Office‑based role in the outskirts of Oxford, Monday‑Friday, with occasional client site visits.