3Rd Line Engineer

VIQU Limited; Birmingham; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

VIQU Limited is seeking a hands-on 3rd Line MSP Engineer in Birmingham with a hybrid setup (2 days WFH). The role focuses on escalation, complex technical issues, and supporting Microsoft environments including 365, Entra ID, and Intune.

You will work directly with customers, mentor junior engineers, and contribute to projects, migrations, and automation initiatives to improve service delivery.

Qualifications

• 5+ years' experience within an MSP or similar IT support environment.
• Strong L2/L3 experience.
• Good knowledge of Windows, Active Directory and networking (DNS, DHCP, VPNs, firewalls).
• Experience supporting multiple customer environments.
• Strong troubleshooting and problem-solving skills.
• Experience with PSA/RMM tools and SLA-driven support environments.

Responsibilities

• Act as a key 3rd Line escalation point for the support team.
• Own complex technical issues and major incidents.
• Troubleshoot and support customer Microsoft environments.
• Support Microsoft 365, Entra ID, Intune, Exchange Online and Windows.
• Provide technical guidance and support to L1 and L2 engineers.
• Build strong relationships with customers and act as a senior technical contact.
• Get involved in projects, migrations and technical improvements.
• Identify opportunities for automation and improvements across customer environments.

Skills

MSP experience

L2/L3 support

Customer communication

Automation

Troubleshooting

Tools

Microsoft 365

Entra ID

Exchange Online

Intune

Windows

Active Directory

PowerShell

Job description

3rd Line MSP Engineer
Birmingham - Hybrid (2 days WFH)
£40,000 - £45,000 | Permanent

VIQU have partnered with a growing MSP and telecoms business looking for a 3rd Line Engineer to join their established technical team. This is a hands-on role where you'll become a key technical escalation point, work directly with customers and support a varied range of Microsoft environments.

The business invests heavily in its people and technology, offering strong opportunities to develop technically and progress as the company grows. You'll also have exposure to Microsoft cloud, AI and automation, alongside customer projects and wider technical improvements.

Key Responsibilities

• Act as a key 3rd Line escalation point for the support team
• Own complex technical issues and major incidents
• Troubleshoot and support customer Microsoft environments
• Support Microsoft 365, Entra ID, Intune, Exchange Online and Windows
• Provide technical guidance and support to L1 and L2 engineers
• Build strong relationships with customers and act as a senior technical contact
• Get involved in projects, migrations and technical improvements
• Identify opportunities for automation and improvements across customer environments

Key Requirements

• 5+ years' experience within an MSP or similar IT support environment, with strong L2/L3 experience
• Strong hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune
• Good knowledge of Windows, Active Directory and networking, including DNS, DHCP, VPNs and firewalls
• Experience supporting multiple customer environments
• Strong troubleshooting and problem-solving skills
• Experience working with PSA/RMM tools and SLA-driven support environments
• Confident communicating directly with customers and supporting less experienced engineers
• Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous
• PowerShell, automation, Microsoft Copilot or Microsoft certifications would be beneficial
• A genuine interest in developing technically and taking on greater responsibility