3Rd Line Support Engineer

VIQU Limited; Birmingham; Hybrid; GBP 40.000 - 45.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Zusammenfassung

VIQU Limited is seeking a 3rd Line Support Engineer (MSP) in Birmingham with hybrid working (2 days WFH). You will be the escalation point for complex MSP environments, working directly with customers and supporting Microsoft 365, Entra ID, Intune, Exchange Online and Windows.

You will mentor junior engineers while contributing to projects, migrations and improvements, with exposure to automation and advanced tooling within a growing MSP.

Qualifikationen

• 5+ years MSP or equivalent IT support experience.
• Hands-on with Microsoft 365, Entra ID, Exchange Online and Intune.
• Solid Windows, Active Directory and networking knowledge (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.
• Confident with customers and mentoring junior engineers.
• Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst is a plus.
• PowerShell or automation knowledge and Microsoft certifications would help.

Aufgaben

• 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.

Kenntnisse

MSP experience

L2/L3 support

Troubleshooting

Customer communication

Tools

Autotask

Datto RMM

IT Glue

Meraki

Rewst

Jobbeschreibung

3rd Line Support Engineer (MSP)

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