3rd line Support Engineer

ZipRecruiter; Newcastle upon Tyne; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a skilled Senior Support Engineer to provide expert 3rd line support across various Microsoft technologies. This hands-on role offers the opportunity to resolve complex incidents and drive improvements while enjoying autonomy and technical growth. You will be responsible for delivering advanced support, mentoring junior engineers, and collaborating with teams to enhance system performance. If you are proactive, have strong troubleshooting skills, and are passionate about IT, this role is perfect for you.

Qualifications

• Strong technical skills in Microsoft technologies and endpoint protection.
• Good understanding of IT security and proactive troubleshooting.

Responsibilities

• Deliver advanced 3rd line support for Microsoft 365, Azure, and Windows Server.
• Mentor junior engineers and collaborate with vendors to resolve issues.

Skills

Microsoft 365

Azure

Intune

Windows Server (2016–2022)

SQL Server

Windows 10/11

Networking

IT Security

Troubleshooting

Customer Service

Job description

Job Description

Senior Support Engineer (3rd Line Support)

Seeking a skilled Senior Support Engineer to provide expert 3rd line support across internal and external users. You'll resolve complex incidents across Microsoft 365, Azure, and on-premises systems, driving first-time fixes and improvements. Enjoy autonomy and technical growth in this hands-on role.

Responsibilities:

• Deliver advanced 3rd line support for Microsoft 365, Azure, Intune, SharePoint, Windows Server (2016–2022), SQL Server, and Windows 10/11.
• Manage and prioritize complex incidents via various channels to meet SLAs.
• Execute controlled live changes following protocols.
• Mentor junior engineers and suggest system/process improvements.
• Collaborate with vendors and internal teams to resolve issues.
• Occasional UK travel for site support.

Requirements:

• Strong technical skills in Microsoft technologies, endpoint protection, networking, and Intune.
• Good understanding of IT security and vulnerability management.
• Proactive troubleshooting and customer service focus.
• Independent work ethic and strong relationship-building skills.
• Full UK driving licence.

Bonus:

• Microsoft/Azure certifications.
• Firewall and ITIL experience.
• Solid networking and infrastructure knowledge.