3rd Line Support Engineer (Remote)

The Legends Agency; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A professional managed services provider is seeking a 3rd Line Support Engineer to resolve complex IT challenges remotely. The ideal candidate will have extensive MSP experience, strong technical expertise in Microsoft Azure and 365, and a passion for providing excellent support. You'll be responsible for handling escalations, diagnosing various IT issues, and managing cloud solutions. This role offers opportunities for career growth within a dynamic company.

Qualifications

• Strong MSP background with experience from 1st to 3rd/4th line roles.
• Familiarity with RMM and ticketing systems.
• Home Office Setup: A private workspace with fast internet.

Responsibilities

• Act as the 3rd line escalation point for technical issues.
• Diagnose and resolve software and cloud infrastructure challenges.
• Oversee website hosting services and manage related issues.

Skills

Microsoft Azure

Microsoft 365

Virtualisation

Backup Solutions

Firewalls

Cyber Security

Antivirus Solutions

Website Hosting Maintenance

IT Project Delivery

Education

At least two professional certifications from Microsoft 365 or Azure

Tools

Acronis

Azure Backup

ESET solutions

Job description

About the job 3rd Line Support Engineer (Remote)

MSP background.

About the Company:

Join a rapidly growing Professional Managed Services Provider delivering proactive and on-demand IT support services, cutting-edge technology solutions, and expert project management & consultancy. The company also specialises in Cyber Security testing, prevention, and certification services, serving a diverse range of industries across London and surrounding counties.

About the Role:

We are looking for a highly skilled 3rd Line Support Engineer to act as a key escalation point for technical issues. You will play a crucial role in resolving complex IT challenges, supporting internal teams, and ensuring high-quality service delivery to clients.

Key Responsibilities:

• Act as the 3rd line escalation point, ensuring prompt resolution of technical issues escalated by 2nd line support engineers and project/account managers.
• Diagnose and resolve software and cloud infrastructure challenges, including VPN, Microsoft 365, Azure, Acronis, Veeam, Windows Server, Hyper-V, Defender for 365, and more.
• Identify and fix hardware and network issues, covering firewalls, routers, networking devices, and on-premises servers.
• Oversee and manage website hosting services, providing escalation support for CMS and hosting-related troubleshooting.
• Stay updated with current technologies and share insights with the team.

Technical Expertise Required:

• Microsoft Azure: Configuration, management, and troubleshooting of virtual environments.
• Microsoft 365: Tenant configuration, including Exchange Online and SharePoint Online.
• Virtualisation: Strong knowledge of Microsoft Hyper-V and virtualisation principles.
• Backup Solutions: Experience with Acronis and Azure Backup.
• Firewalls: Configuration and troubleshooting of hardware firewalls (WatchGuard, Unifi, and SonicWall experience is a plus).
• Cyber Security: Familiarity with Defender for 365, third-party spam filtering products, and Cyber Essentials certification requirements.
• Antivirus Solutions: Experience with ESET solutions is beneficial.
• Website Hosting Maintenance: DNS changes, website migration, and troubleshooting.
• IT Project Delivery: Proven track record in managing and delivering IT projects across a broad scope.

Additional Requirements:

• Strong MSP background, with experience spanning from 1st to 3rd/4th line roles.
• Familiarity with RMM (Remote Monitoring & Management) and ticketing systems.
• Certifications: At least two professional certifications from Microsoft 365 or Azure Administrator/Intermediate series (e.g., MS-102, AZ-104).
• Home Office Setup: A private, reliable, and uninterrupted workspace with fast and stable internet connectivity (company-provided equipment will be used).

Personal Attributes:

• Customer-focused and approachable Passionate about providing excellent support.
• Strong communicator Fluent in English, with a professional and clear telephone manner.
• Reliable and team-oriented Punctual, accountable, and a strong team player.
• Proactive and committed Always goes the extra mile to ensure tasks are completed efficiently and effectively.
• Career-minded Looking for long-term stability within a dynamic and growing company.