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3rd Line Technical Support MSP

Fifteen Group - Be Smarter through TechnologyStoke-on-Trent, England, United Kingdom

17 days ago

Job type

Full-time

Job description

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We are looking for a highly skilled and experienced Technical Services Engineer (Level 3) to join our growing Technical Services team.

In this senior role, you will be responsible for managing complex support tickets escalated from 1st and 2nd line engineers, performing advanced troubleshooting, and resolving a wide range of technical issues across client environments.

While the majority of your work will be focused on remote, ticket-based support within our technical desk, there will be occasions where on-site visits are required to support client needs directly.

This role is ideal for a proactive problem-solver with deep technical expertise in IT infrastructure, who thrives in a fast-paced MSP environment and is dedicated to delivering exceptional customer service.

Key Responsibilities

Handle complex incident and problem tickets escalated from 1st and 2nd line engineers.
Provide advanced troubleshooting and root cause analysis for hardware, software, server, and network related issues.
Act as a senior point of contact within the service desk, offering mentoring and technical guidance to junior engineers and apprentices.
Maintain clear and detailed technical documentation and contribute to the knowledge base.
Liaise with clients to provide updates and explanations regarding ticket resolution progress.
Champion service desk efficiencies and support process improvements.
Ensure all work adheres to internal SLAs and complies with industry best practices.
Support the team in meeting service desk KPIs by helping maintain manageable ticket volumes and ensuring timely resolution of issues.

Key Relationships

Head of Technical Services

Clients and End Users

Proven experience in a senior or 3rd line IT support role, ideally within an MSP environment.

Advanced knowledge of Microsoft Windows Server platforms.

Proficiency with Active Directory, Group Policy, DNS, DHCP, and general domain infrastructure.

Strong experience with Microsoft 365 (Exchange Online, SharePoint, EntraID / Azure AD).

Familiarity with virtualisation technologies such as VMware ESXi and Microsoft Hyper-V.

Confident with managing firewalls and understanding network security best practices.

Skilled in backup solutions and disaster recovery planning.

Excellent problem-solving, diagnostic, and communication skills.

Comfortable working independently and managing escalations with minimal supervision.

Exposure to Azure AD Conditional Access, Intune, or Defender for Endpoint

Minimum of 5 years in technical support, with at least 2 years in a 3rd Line / senior support capacity, ideally in an MSP environment.

Understanding of cybersecurity principles

Desirable Qualifications

Bachelor's degree in Computer Science, IT, or related discipline.

ITIL Foundation or knowledge of ITSM best practices.

Experience with vendors such as Ubiquiti Unifi, Watchguard, SonicWall, Draytek, Ruckus, TP-Link, and Synology.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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