3rd Line Support Engineer

About the role

We are seeking a 3rd Line Support Engineer to join our client’s IT team in Amersham. The successful candidate will act as the technical go‑to for complex escalations, handling Microsoft 365, Azure, server, networking and security issues while mentoring junior staff.

Key responsibilities

• Manage tickets in line with SLA targets and keep customers informed.
• Take ownership of escalated incidents and drive them to resolution.
• Support and mentor 1st and 2nd line engineers on advanced technical problems.
• Monitor client infrastructure, respond proactively to alerts and maintain system health.
• Document solutions and contribute to knowledge‑base articles.

Required profile

• Minimum 5 years of IT support experience, preferably within an MSP environment.
• Proven customer‑service orientation and a “can‑do” attitude.
• Ability to obtain an enhanced DBS clearance.

Required skills

• Strong knowledge of Microsoft 365, Azure, Active Directory and Windows Server.
• Good understanding of networking hardware – HP Aruba and Meraki switches, Ruckus and Ubiquiti wireless, Watchguard firewalls.
• Excellent troubleshooting and problem‑solving abilities.

What we offer

• Competitive salary £40‑45k depending on experience.
• Full‑time, Monday‑to‑Friday office‑based role.
• Opportunities to mentor colleagues and develop technical expertise.