3rd Line Engineer

McGregor Boyall; Greater London; Hybride; GBP 65 000 - 85 000; Plein temps

Résumé du poste

McGregor Boyall is seeking an experienced 3rd Line Engineer specializing in M365 and MSP environments, with a hybrid role in Greater London. You will act as the senior escalation point for complex issues and lead major incident investigations across a diverse client base.

This position combines technical troubleshooting with proactive service improvement, customer engagement, and mentoring of junior engineers to optimise Microsoft cloud and infrastructure environments.

Qualifications

• Must have proven experience as a 3rd Line or Senior Infrastructure Engineer.
• Strong Microsoft 365 knowledge across Exchange Online, Teams, SharePoint, Entra ID and Intune.
• Experience supporting Azure, Windows Server and Active Directory environments.
• Solid networking understanding: DNS, DHCP, TCP/IP and VPNs.
• Good grasp of endpoint management and IT security best practices.
• Experience in ITIL-led service environments and ITSM platforms.
• Excellent troubleshooting, analytical and communication skills.

Responsabilités

• Act as final escalation point for complex incidents and service requests.
• Lead major incident investigations and root cause analysis.
• Deliver audits, health checks and best-practice assessments.
• Support and maintain M365, Azure, Windows Server and AD.
• Identify risks and propose resilience, security and performance improvements.
• Produce technical documentation and customer-facing reports.
• Mentor 1st and 2nd Line Engineers.
• Support service-improvement initiatives and knowledge sharing.

Connaissances

Microsoft 365

Exchange Online

Teams

SharePoint

Entra ID

Intune

Azure

Windows Server

Active Directory

Networking fundamentals

VPN technologies

Endpoint management

IT security

ITIL/ITSM

Troubleshooting

Communication

Description du poste

3rd Line Engineer, M365, MSP, Hybrid, Azure

I am looking for an experienced 3rd Line Support Engineer to join a growing Managed Services team, acting as the senior escalation point for complex technical issues across a diverse client base.

This position combines deep technical troubleshooting with proactive service improvement, customer engagement, technical leadership and mentoring. You'll play a key role in resolving high-impact incidents, conducting technical health checks and audits, and helping customers get the most from their Microsoft cloud and infrastructure environments.

Key Responsibilities

• Act as the final escalation point for complex technical incidents and service requests.
• Lead major incident investigations and root cause analysis activities.
• Deliver technical audits, health checks and best-practice assessments across client environments.
• Support and maintain Microsoft 365, Azure, Windows Server and Active Directory platforms.
• Identify technical risks and recommend improvements to increase resilience, security and performance.
• Produce clear technical documentation and customer-facing reports.
• Provide technical guidance and mentoring to 1st and 2nd Line Engineers.
• Contribute to service improvement initiatives, operational standards and knowledge sharing.

Skills & Experience

• Proven experience in a 3rd Line Support Engineer or Senior Infrastructure Engineer role.
• Strong Microsoft 365 knowledge including Exchange Online, Teams, SharePoint, Entra ID and Intune.
• Experience supporting Azure environments, Windows Server and Active Directory.
• Solid understanding of networking fundamentals including DNS, DHCP, TCP/IP and VPN technologies.
• Good understanding of endpoint management and IT security best practices.
• Experience working within ITIL-led service environments and using ITSM platforms.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent written and verbal communication skills with a customer-focused approach.

3rd Line Engineer, M365, MSP, Hybrid, Azure