3rd Line Engineer

VIQU IT; Birmingham; Ibrido; GBP 40.000 - 45.000; Tempo pieno

Descrizione del lavoro

VIQU IT is seeking a hands-on 3rd Line MSP Engineer to join their growing Birmingham team. This role is hybrid with 2 days per week at home, offering a strong escalation point for complex incidents and a chance to work across Microsoft environments.

You will support Microsoft 365, Entra ID, Intune, Exchange Online and Windows, while mentoring L1/L2 engineers and contributing to automation projects and technical improvements.

Competenze

• 5+ years in MSP or similar IT support
• Strong hands-on with Microsoft 365, Entra ID, Exchange Online, Intune
• Good knowledge of Windows, Active Directory, DNS, DHCP, VPNs and firewalls
• Experience supporting multiple customer environments
• Strong troubleshooting and problem-solving skills
• Experience with PSA/RMM tools and SLA-driven support environments
• Ability to communicate with customers and mentor junior engineers
• Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst is advantageous
• PowerShell, automation, Microsoft Copilot or certifications beneficial

Mansioni

• 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

Conoscenze

MSP experience

Microsoft 365

Entra ID

Intune

Exchange Online

Windows OS

Active Directory

Networking basics

Troubleshooting

PowerShell

Automation

Customer communication

Strumenti

Autotask

Datto RMM

IT Glue

Meraki

Rewst

Microsoft Copilot

Descrizione del lavoro

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