3rd Line Support Engineer

Pathfinder; Greater London; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A leading IT managed services provider in Central London is seeking a 3rd Line IT Support Desk Engineer to handle critical support escalations and guide 2nd Line teams. You'll troubleshoot issues involving Microsoft 365 and Azure, support firewall problems, and mentor lower-level technicians. Candidates should have 3 to 5 years of experience in an MSP environment. This position offers a competitive salary between £45k and £50k with a hybrid working model, including benefits such as paid certifications and healthcare coverage.

Benefits

Paid certifications

Healthcare scheme

Gym membership

20 days annual leave + bank holidays + birthday

Qualifications

• 3 to 5 years of experience in an MSP environment.
• Experience in a support desk team.
• Proficiency with ITSM tools such as ConnectWise and BrightGauge.

Responsibilities

• Troubleshoot escalated support tickets involving Microsoft 365 and Azure.
• Provide support for firewall and switch issues beyond 2nd Line capacity.
• Collaborate with stakeholders on resolution.

Skills

Troubleshooting escalated support tickets

Microsoft 365

Azure

Windows Server

Strong communication skills

Workload prioritisation

Tools

ConnectWise

ITSM tools

NinjaOne

Job description

3rd Line IT Support Desk Engineer, Permanent, £50k, Central London (Hybrid)

3rd Line IT Support Desk Engineer with Microsoft 365, Azure, and Windows Server required by a leading IT MSP. In this role you’ll handle critical support escalations and guide 2nd Line teams across a range of technologies.

This Central London-based IT MSP supports UK-wide clients via a 30-person Help Desk, including offshore support. The role is key to resolving P1 and P2 tickets and enhancing service delivery quality.

Responsibilities

• Troubleshoot escalated support tickets involving Microsoft 365, Azure, VMware, Hyper-V, and Windows Server 2016 / 2019
• Provide support for firewall and switch issues beyond 2nd Line capacity
• Use ConnectWise for ticket handling and escalation
• Collaborate with internal / external stakeholders and 3rd parties on resolution
• Mentor 2nd Line teams and balance workload with service desk management

Requirements

• 3 to 5 years of experience in an MSP environment
• Experience in a support desk team
• Proficiency with ITSM tools such as ConnectWise, BrightGauge, SmileBack, ITBoost, NinjaOne
• Strong communication and workload prioritisation skills

Preferred

• Microsoft Cloud certifications (e.g. AZ-500, AZ-104, AZ-700, SC-200, MS-100, MS-101)

Benefits

• £45k-£50k salary
• 1 day remote, 4 days in-office hybrid model
• 20 days annual leave + bank holidays + birthday
• Paid certifications & structured career paths
• Healthcare scheme, gym membership, team socials, and weekly breakfasts

Get in touch to find out more