3rd Line Engineer – Managed Service Provider

About the role

We are looking for a 3rd Line Engineer to join our Tier 3 team, providing senior escalation support for our Managed Service Provider clients. The role involves monitoring, maintaining and improving client infrastructure across cloud, security and networking domains.

Key responsibilities

• Manage incident and request tickets, ensuring SLA compliance.
• Act as first point of escalation from Tier 2 engineers.
• Log and communicate support requests and alerts throughout their lifecycle.
• Monitor client infrastructure, respond proactively to alerts.
• Support client on‑boarding and off‑boarding processes.
• Meet individual and team KPI targets.
• Maintain clear, proactive communication with internal teams and clients.

Required profile

• Experience with Microsoft Azure services (virtual servers, backup & disaster recovery, networking, AVD, hybrid deployments).
• Knowledge of current security technologies (antivirus, firewalls, CA policies, RBAC, managed threat response, identity threat, mail & web filtering).
• Hands‑on experience with backup and disaster recovery processes.
• Understanding of internal networking (DHCP, DNS, NPS/RADIUS, switches, firewalls, wireless, VPN).
• Familiarity with cloud‑based identity and policy tools (Intune, Entra, ABM).
• Experience with hypervisor platforms (VMware, Hyper‑V).

Required skills

• Microsoft Azure
• Azure Virtual Servers
• Azure Backup & Disaster Recovery
• Azure Networking
• Azure Virtual Desktop (AVD)
• Hybrid Cloud Deployments
• Security – AV, firewalls, CA policies, RBAC, threat response, identity threat, mail/web filtering
• Backup & Disaster Recovery tools
• DHCP, DNS, NPS/RADIUS
• Managed & unmanaged switches
• Wireless & VPN technologies
• Intune, Entra, ABM
• VMware, Hyper‑V

What we offer

• £38k‑£44k salary
• 25+ days holiday plus bank holidays
• Flexible working and hybrid office schedule (2 days onsite)
• Bupa Cash Plan, Electric Vehicle and Cycle schemes
• Discounted gym membership and paid charity day
• Car parking