3rd Line Engineer

Spire BMS Limited; Worcester; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Company-funded certifications

Two charity volunteering days

Free on-site parking

Modern office environment

Job summary

Spire Technology Group, a UK IT services partner, is seeking a seasoned 3rd Line Engineer to join the technical team. This role offers remote support, project work, and occasional on-site visits, collaborating with Helpdesk, Field, and Project Engineers to resolve advanced issues and improve services.

You will diagnose complex Microsoft 365, Azure, networking, and security challenges, mentor junior engineers, and contribute to migrations and deployments.

Qualifications

• Proven experience in a senior 3rd Line Support role within a MSP environment.
• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Strong Microsoft 365 administration experience, including Exchange Online, Intune and Entra ID.

Responsibilities

• Provide 3rd line technical support and act as a senior escalation point for complex incidents and service requests.
• Diagnose and resolve advanced Microsoft 365, Azure, infrastructure, and networking issues.
• Support and administer Microsoft 365 environments across multiple managed customers.
• Mentor and support Level 1 and Level 2 engineers, promoting knowledge sharing and technical development.
• Assist with customer onboarding, migrations, technical projects, and infrastructure upgrades.
• Participate in technical reviews, customer meetings, and solution discussions.
• Create and maintain high-quality technical documentation and knowledgebase content.
• Manage and prioritise workload effectively while adhering to SLAs.
• Identify opportunities for automation, efficiency improvements, and service enhancement.
• Perform occasional on-site installations, project work, and customer support visits.

Skills

Senior escalation

Analytical thinking

Customer service

Tools

VMware

Hyper-V

Azure

Intune

Entra ID

Job description

At Spire Technology Group, we're more than just an IT provider. We're a trusted technology partner helping organisations across the UK embrace modern workplace technologies, strengthen cyber security, and transform the way they work.

As our business continues to grow, we're seeking an experienced and ambitious 3rd Line Engineer to join our technical team. This is an exciting opportunity for a highly skilled IT professional who enjoys solving complex technical challenges, working with the latest Microsoft technologies, and delivering exceptional service to a diverse customer base.

You will act as a senior technical escalation point within our support team, working closely with Helpdesk Engineers, Field Engineers, Project Engineers, and Technical Management to resolve advanced technical issues, support customer infrastructure, and contribute to ongoing service improvements.

This role combines remote support, project work, and occasional on-site customer visits, making it ideal for someone who enjoys both technical problem-solving and building strong customer relationships.

About the Role

As a 3rd Line Engineer, you will provide expert-level technical support, act as a senior escalation resource, and play a key role in maintaining and improving our customers' IT environments.

You will be responsible for diagnosing and resolving complex technical issues across Microsoft 365, cloud platforms, networking, cybersecurity, and infrastructure technologies, while supporting the continued development of our support services.

Where you’ll Make an Impact

• Support and maintain server, cloud, network, storage, virtualisation and endpoint infrastructure
• Take ownership of complex technical problems through to resolution, coordinating with internal teams and third-party suppliers where required
• Participate in major incident management, providing technical expertise and supporting rapid service restoration
• Provide technical input into projects, migrations, upgrades and new technology deployments
• Identify opportunities to improve system reliability, resilience, performance and supportability
• Working with colleagues to support our varied client base with technical service queries

Key Responsibilities

• Provide 3rd line technical support and act as a senior escalation point for complex incidents and service requests.
• Diagnose and resolve advanced Microsoft 365, Azure, infrastructure, and networking issues.
• Support and administer Microsoft 365 environments across multiple managed customers.
• Mentor and support Level 1 and Level 2 engineers, promoting knowledge sharing and technical development.
• Assist with customer onboarding, migrations, technical projects, and infrastructure upgrades.
• Participate in technical reviews, customer meetings, and solution discussions.
• Create and maintain high-quality technical documentation and knowledgebase content.
• Manage and prioritise workload effectively while adhering to service level agreements (SLAs).
• Identify opportunities for automation, efficiency improvements, and service enhancement.
• Perform occasional on-site installations, project work, and customer support visits.

Technical Skills & Experience

Strong working knowledge of:

Microsoft 365

• Exchange Online
• Microsoft Teams
• SharePoint Online
• OneDrive for Business
• Microsoft Purview and Compliance Centre
• Conditional Access & MFA
• Microsoft 365 tenant administration and migrations
• Azure Backup and Storage
• Hybrid cloud environments
• Cloud migration projects

Cyber Security

• Microsoft security technologies
• Endpoint protection and device security
• Email security and threat protection
• Backup and disaster recovery solutions
• Ransomware protection and incident response principles

Infrastructure & Networking

• Windows Server administration
• Active Directory and Group Policy
• Server virtualisation (Hyper-V, VMware or similar)
• Firewalls and VPN technologies
• Switching, routing and wireless networking
• Network troubleshooting and performance analysis

About You

To be successful in this role, you'll ideally have:

• Proven experience in a senior 3rd Line Support role within a Managed Service Provider (MSP) environment.

• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Strong Microsoft 365 administration experience, including Exchange Online, Intune and Entra ID.

• Solid Windows Server and Active Directory experience.
• Strong networking knowledge including TCP/IP, DNS, DHCP, VLANs and VPNs.
• Experience supporting firewalls, switches and network infrastructure.
• Experience with virtualisation technologies such as VMware and Hyper-v.
• Knowledge of Microsoft Azure and Azure Virtual Desktop (AVD).
• Ability to work effectively under pressure during major incidents and service outages.
• A proactive approach to problem prevention, automation and continual improvement.
• Ability to manage multiple priorities and work effectively across technical teams and suppliers
• Outstanding communication and customer service skills.
• Experience delivering infrastructure and Microsoft 365 migration projects.
• Full UK driving licence and access to your own vehicle.
• Right to work in the UK.

Whilst not essential, the following would be advantageous:

• Experience supporting 3CX or other VoIP platforms
• Knowledge of AWS cloud platforms
• Relevant Microsoft, CompTIA, or vendor certifications
• PowerShell and advanced scripting

What We Offer

• Competitive salary based on experience
• Opportunities for training, certifications, and career progression
• Exposure to a wide range of technologies and customer environments
• Supportive and collaborative team culture
• Involvement in challenging projects and modern cloud technologies
• A chance to make a real impact within a growing and ambitious technology business

About Spire Technology Group

Spire Technology Group delivers managed IT services, cybersecurity services, connectivity, VoIP, software development, and IT consultancy to varied Enterprise and SME organisations across the UK. We pride ourselves on building long-term customer relationships through exceptional service, technical excellence and trusted advice. To support the high level of client support, we’re proud to have a customer churn rate of less than 1%

If you're passionate about technology, enjoy solving complex problems, and want to work with a team that genuinely values innovation and customer service, we'd love to hear from you.

What Success Looks Like

Within your first year you’ll have:

By the end of the first year, you will have been established as a trusted 3rd Line Support Engineer, independently resolving complex technical issues, contributing effectively to major incidents and technical projects, and providing technical guidance to the wider support team. You will have developed a strong understanding of the organisation's technology environment and demonstrated measurable improvements in service stability, incident resolution, automation, documentation and problem prevention.

Why Join Spire Technology Group?

We’re an ambitious, growing technology business that believes our people are our greatest strength. When you join us, you’ll enjoy:

• Competitive salary from £40,000 depending on experience.
• Company-funded Microsoft and industry certifications.
• Clear career progression opportunities.
• Two additional paid charity volunteering days each year.
• Free on-site parking.
• Modern office environment.
• Regular social events and team activities.
• A supportive, collaborative culture where your ideas genuinely matter.

Ready to Make an Impact?

If you’re an experienced 3 Rd line engineer looking for a role where you can lead, influence and help shape the future of a growing technology business, we’d love to hear from you. Join Spire Technology Group and play a key role in delivering outstanding technology solutions and exceptional customer service to organisations across the UK.