Information Technology Support Engineer

NEOCI; Brierley Hill; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

26 days leave

Hybrid work arrangement

Out-of-hours pay when required

No on-call rota

Exposure to diverse tech environments

Leadership opportunities in the team

Growing technical team

Job summary

NEOCI is seeking an experienced 3rd Line Service Desk & Project Engineer in the West Midlands. The role balances complex technical support with hands-on project delivery, including mentoring 2nd line engineers.

The role is split ~50/50 between 3rd line escalations and infrastructure projects, offering challenging tech and opportunities to shape service delivery across varied client environments.

Qualifications

• Senior 3rd line engineer with project delivery experience.
• Mentor/lead junior engineers and share knowledge.
• Certifications in Microsoft, Fortinet/Cisco, and VM management are preferred.

Responsibilities

• Act as escalation point for 2nd line, resolving complex incidents.
• Plan and deliver infrastructure and cloud projects end-to-end.
• Design and implement security, networking, and backup solutions.

Skills

3rd line support

Project delivery

Team leadership

Education

Microsoft certs (MS-102/MD-102/AZ-104/SC-300)

Fortinet FCP or Cisco CCNA

Veeam VMCE

Tools

N-able N-central

HaloPSA

RMM/PSA platforms

Job description

We're working with an established and growing Managed Services Provider (MSP) in the West Midlands that's looking to recruit an experienced 3rd Line Service Desk & Project Engineer to join its technical team.

This is a senior, hands-on position offering a great balance between complex technical support and infrastructure project delivery.

The role will be split approximately 50/50 between 3rd line escalations and project work, giving you the opportunity to tackle challenging technical issues while taking ownership of infrastructure and cloud projects from initial scoping through to completion.

You'll also play an important role in mentoring 2nd line engineers, sharing technical knowledge and helping develop the wider team.

The business supports a diverse range of clients across the UK and continues to grow, offering exposure to varied technical environments and opportunities to influence how services are delivered.

Key Responsibilities

3rd Line Support & Escalations

• Act as the technical escalation point for 2nd line engineers, resolving complex and high-priority incidents.
• Investigate recurring technical issues, carry out root cause analysis and implement permanent solutions.
• Plan and implement infrastructure changes in line with change control procedures.
• Provide additional service desk support when required.
• Design and implement Conditional Access, MFA and Microsoft Defender policies.
• Manage Microsoft 365 security improvements, including Business Premium security configurations.
• Lead migrations from on-premises Active Directory to Entra ID joined devices using Autopilot and Intune.
• Maintain, patch and upgrade VMware and Hyper-V environments, including high availability and failover clustering.
• Deploy and upgrade servers, SAN storage and Veeam backup solutions.
• Perform virtual machine restores and disaster recovery testing.

Networking & Infrastructure

• Deploy and configure Fortinet and Cisco firewalls.
• Configure and support HPE Aruba and Meraki switches, wireless networks and site-to-site VPNs.
• Design and implement VLANs, firewall policies and remote access solutions.
• Troubleshoot complex networking and connectivity issues.

Project Delivery & Client Onboarding

• Scope technical projects, estimate resource requirements and develop implementation plans.
• Lead infrastructure and cloud projects from initial planning through to successful handover.

Desirable Skills & Certifications

• Microsoft certifications such as MS-102, MD-102, AZ-104 or SC-300.
• Fortinet FCP or Cisco CCNA certification.
• Veeam VMCE certification.
• Experience with HPE Aruba, Meraki or UniFi.
• Familiarity with N-able (N-central or N-sight), HaloPSA or similar RMM/PSA platforms.
• Experience supporting Cyber Essentials Plus or ISO 27001 compliance.
• Previous mentoring or technical team leadership experience.

Salary & Benefits

• 26 days annual leave plus bank holidays
• Hybrid working arrangements
• Paid out-of-hours work for occasional maintenance and project activities
• No on-call rota
• Exposure to a broad range of technologies and client environments
• Opportunity to take ownership of infrastructure and cloud projects
• A growing technical team with opportunities to contribute ideas and influence processes

Interested?

If you're an experienced 3rd Line Engineer looking for a role that offers more than just resolving support tickets, this could be an excellent opportunity.

You'll have the chance to work on varied infrastructure projects, tackle complex technical challenges and play an important role within a growing technical team.