3Rd Line Engineer

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

Benefits offered by this job

Referral bonus up to £1,000

Job summary

VIQU Ltd is seeking a capable 3rd Line MSP Engineer in Birmingham. You will be the escalation point for complex issues, working with customers across Microsoft environments, with a focus on MS365, AI and automation.

The role offers hybrid working with two days from home and opportunities to develop technical skills while supporting growing client environments.

Qualifications

• Strong 3rd Line IT support experience in MSP or customer-focused IT.

Responsibilities

• Act as a key 3rd Line escalation point for the support team
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Skills

3rd Line IT support

Microsoft 365

Microsoft cloud

Troubleshooting

Active Directory

Windows Server

Networking basics

Customer communication

Escalation point

AI interest

Technological adaptability

Job description

3rd Line MSP Engineer

Birmingham - Hybrid (2 days WFH)

£40,000-£45,000

VIQU are partnering 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 will become a key technical escalation point, work directly with customers and get involved across a varied Microsoft environment. The business places a strong emphasis on developing its people, with plenty of scope to build your technical skill set and progress as the company grows. With continued investment in Microsoft 365, AI and automation, this is an excellent opportunity for a technically capable engineer who wants to keep developing.

Key Responsibilities of the 3rd Line MSP Engineer:

• Act as a key 3rd Line escalation point for the support team
• Take ownership of complex technical issues and major incidents
• Troubleshoot and resolve issues across customer Microsoft environments
• Support and maintain Microsoft 365 environments across a range of customers
• Provide technical guidance to the wider support team
• Build strong relationships with key customers and act as a senior technical contact
• Support customer onboarding, handovers and technical meetings
• Get involved in wider projects and technical improvements alongside BAU support
• Contribute to the development of AI, automation and Microsoft cloud services
• Identify opportunities to improve customer environments and internal processes

Key Experience Required of the 3rd Line MSP Engineer:

• Strong 3rd Line IT support experience, ideally within an MSP or customer‑focused IT environment
• Strong hands‑on Microsoft 365 experience, particularly Exchange Online and SharePoint
• Good understanding of Microsoft cloud technologies and the wider M365 ecosystem
• Strong troubleshooting and problem‑solving ability across Microsoft environments
• Good knowledge of Active Directory and Windows Server
• Good understanding of core networking technologies including DNS, DHCP and TCP/IP
• Experience supporting multiple customer environments would be highly advantageous
• Strong communication skills with the confidence to work directly with customers
• Able to operate effectively as a technical escalation point and support less experienced engineers
• Comfortable working across different technologies and getting involved outside of a narrow technical specialism
• An interest in AI, automation and emerging Microsoft technologies would be advantageous
• Genuine ambition to continue developing technically and take on greater responsibility

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