3rd Line Support Engineer

Oscar Technology; City Of London; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Training opportunities

Professional certifications

Career progression

Job summary

Oscar Technology is seeking an experienced 3rd Line MSP Engineer in Wimbledon. You will provide advanced 3rd line support across diverse customer environments, act as escalation point for complex incidents, and lead infrastructure projects while mentoring junior engineers.

The ideal candidate has strong Windows Server and 365/Entra ID skills, solid networking, virtualization experience, and a proactive delivery mindset. Excellent communication and ownership are essential.

Qualifications

• Proven 3rd line or senior MSP experience.
• Strong Windows Server and desktop knowledge.
• Extensive Microsoft 365, Exchange Online and Entra ID experience.
• Solid networking knowledge: TCP/IP, DNS, DHCP, VLANs, VPNs.
• Experience with virtualization (VMware/Hyper-V).
• Knowledge of backup and disaster recovery solutions.

Responsibilities

• Provide advanced 3rd line support across multiple customer environments.
• Escalate complex incidents and service requests as senior point of contact.
• Troubleshoot MS 365, Azure, AD and Entra ID issues.
• Manage Windows Server environments and virtualization.
• Support and manage network infrastructure and security devices.
• Administer Exchange Online, SharePoint, Teams and Intune services.
• Lead customer infrastructure upgrades and migrations.
• Identify recurring issues and implement permanent fixes.
• Mentor 1st/2nd line engineers and share best practices.

Skills

Windows Server

Microsoft 365

Entra ID

Networking

Virtualisation

Backup & DR

Escalation management

Documentation

Job description

3rd Line MSP Engineer

Location: Wimbledon
Salary: £40,000-£52,000 DOE
Job Type: Full-time, Permanent

About the Role

We are looking for an experienced and proactive 3rd Line MSP Engineer to join a growing Managed Service Provider (MSP) team. This is an excellent opportunity for a technically strong engineer who enjoys solving complex IT issues, working with a variety of customer environments, and delivering exceptional technical support.

You will act as a senior escalation point for 1st and 2nd line engineers, taking ownership of complex technical issues, infrastructure projects, and customer environments. You will play a key role in maintaining, improving, and securing our customers' IT systems.

Key Responsibilities

• Provide advanced 3rd line technical support across multiple customer environments.
• Act as an escalation point for complex incidents and service requests.
• Troubleshoot and resolve issues involving Microsoft 365, Azure, Active Directory and Microsoft Entra ID.
• Manage and maintain Windows Server environments, including virtualisation, Group Policy, DNS and DHCP.
• Support and manage networking infrastructure, including firewalls, switches, routers, VPNs and wireless networks.
• Administer Microsoft 365 services, including Exchange Online, SharePoint, Teams and Intune.
• Manage backup, disaster recovery, business continuity and security solutions.
• Lead and deliver customer infrastructure upgrades, migrations and technical projects.
• Identify recurring issues and implement permanent solutions to improve service delivery.
• Mentor and support 1st and 2nd line engineers, sharing knowledge and best practices.
• Maintain accurate technical documentation and contribute to customer IT roadmaps.
• Ensure incidents are handled professionally, within agreed SLAs, and with excellent customer communication.

Essential Skills and Experience

• Proven experience in a 3rd Line Engineer, Senior IT Engineer or similar MSP role.
• Strong knowledge of Microsoft Windows Server and desktop environments.
• Extensive experience with Microsoft 365, Exchange Online and Entra ID.
• Solid understanding of networking, including TCP/IP, DNS, DHCP, VLANs and VPNs.
• Experience with virtualisation technologies such as VMware or Hyper-V.
• Knowledge of backup and disaster recovery solutions.
• Strong troubleshooting, analytical and problem-solving skills.
• Experience supporting multiple customers in an MSP environment.
• Excellent communication skills and the ability to explain technical issues to non-technical users.
• A proactive attitude with the ability to manage workloads and take ownership of issues.

• Competitive salary based on experience.
• Opportunities for training, development and professional certifications.
• Exposure to a wide range of technologies and customer environments.
• The opportunity to lead technical projects and influence infrastructure decisions.
• A supportive team environment with opportunities for career progression.
• Insert pension, holiday allowance, company vehicle, bonus or other benefits.

The Ideal Candidate

We are looking for someone who is technically confident, commercially aware and passionate about delivering excellent IT services. You should be comfortable working independently, managing complex escalations, and building strong relationships with customers.

If you're an experienced engineer looking for your next challenge within a growing MSP, we'd love to hear from you.

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