Senior 3rd Line IT Support Engineer (Microsoft Cloud MSP)

About the role

We are seeking a Senior 3rd Line IT Support Engineer to join our Managed Services team in Birmingham. You will act as the trusted technical counterpart to the Service Delivery Manager, tackling the most complex customer issues and ensuring a high‑quality managed service.

Key responsibilities

• Resolve complex technical problems for multiple customers, escalating only when necessary.
• Provide expert support for Microsoft 365, Windows Server, Azure AD (Entra ID), Intune and Microsoft Defender.
• Collaborate with the Service Delivery Manager to continuously improve Managed Services operations.
• Mentor and up‑skill junior engineers, promoting best practice standards.
• Maintain and troubleshoot networking components and HaloPSA ticketing system.

Required profile

• Minimum five years’ experience in a senior 2nd or 3rd line support role, preferably within an MSP environment.
• Strong background in Microsoft infrastructure and cloud services.
• Proven ability to work autonomously, make informed decisions and communicate clearly with customers.

Required skills

• Microsoft 365
• Windows Server
• Active Directory / Entra ID
• Intune
• Microsoft Defender
• Networking fundamentals
• HaloPSA

What we offer

• Salary £40,000‑£50,000 DOE
• Excellent benefits package
• Hybrid working model (3 days office, 2 days home)
• Permanent, full‑time contract