Microsoft Senior 3rd Line IT Support Engineer - Good Energy MS Cloud MSP

RecruitmentRevolution.com; Birmingham; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model

Company pension

Training & certification support

Career development

Job summary

Nexian is seeking a Senior 3rd Line Engineer to escalate and resolve complex incidents within a managed IT services environment in Birmingham. You will work closely with the Service Delivery Manager, mentoring engineers and maintaining high technical standards across multiple customer environments.

The role combines hands-on Microsoft infrastructure work with strategic ownership, debugging, and proactive problem solving.

Qualifications

• At least 5 years' experience in a senior 2nd Line or 3rd Line technical support role, ideally within an MSP or multi‑customer environment.
• Strong Microsoft infrastructure knowledge including Windows Server, Active Directory and Microsoft 365.
• Experience supporting Entra ID, Intune and Microsoft Defender.
• Experience with networking, DNS/DHCP, VPNs and firewalls.

Responsibilities

• Take ownership of complex 3rd Line incidents and service requests from investigation through to resolution.
• Support Windows Server, Active Directory, Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, Intune and Defender environments.
• Troubleshoot networking, virtualization, backup and infrastructure issues across multiple customer environments.
• Mentor Service Desk engineers and raise technical standards across the team.
• Collaborate with the Service Delivery Manager to improve service quality and customer outcomes.

Skills

Microsoft 365

Entra ID

PowerShell

Windows Server

Active Directory

Networking

VMware/Hyper-V

HaloPSA

Tools

HaloPSA

Job description

Some Engineers Escalate Problems. Others Own Them.

When the easy fixes have been exhausted, who does the team turn to?

We're looking for an experienced Senior 3rd Line Engineer who enjoys solving the technical problems others can't. Someone who combines strong Microsoft infrastructure expertise with sound judgement, clear communication and genuine ownership.

You’ll become the trusted technical counterpart to our Service Delivery Manager, helping resolve complex customer issues, supporting the wider engineering team and ensuring our customers receive an exceptional managed service.

If you're an experienced MSP engineer who enjoys variety, autonomy and making a real technical impact, we'd love to hear from you.

The Role at a Glance

Senior 3rd Line Engineer

Aston Cross, Birmingham - Office Based Initially (3-6 Months) Hybrid Working (3 Days Office / 2 Days Home)

Competitive Salary DOE + Excellent Benefits

Permanent Full Time

Reporting to: Service Delivery Manager

Product / Service:

Managed IT Services Microsoft Cloud Cyber Security Digital Transformation

Your Background / Skills:

MSP, 3rd Line Support

Microsoft 365 - 5/5 (Essential)

Entra ID - 5/5 (Essential)

PowerShell / scripting - 4/5 (Important)

Cloud troubleshooting - 3/5 (Some Experience)

Microsoft Defender - 2/5 (Desirable)

Azure - 2/5 (Some Experience)

Experience:

At least five years' experience in a senior 2nd Line or 3rd Line technical support role, ideally in an MSP or multi-customer environment.

Who We Are

Nexian

is a leading technology partner specialising in Managed IT Services, Microsoft Cloud, Cyber Security, AI, Automation and Digital Transformation.

We help ambitious organisations modernise, secure and optimise their technology through a combination of strategic consultancy, managed services and technical expertise.

Alongside our Managed Services business, we're recognised as one of the UK's leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long-term growth.

The Opportunity

This role bridges the gap between our Service Desk and Senior Architect.

You’ll take ownership of the most technically challenging support issues, using your experience to investigate thoroughly, make informed decisions and resolve problems wherever possible before specialist architectural support is required.

Alongside hands-on technical work, you mentor engineers, improve technical standards and work closely with the Service Delivery Manager to continually strengthen our Managed Services operation.

What You’ll Be Doing

• Take ownership of complex 3rd Line incidents and service requests from investigation through to resolution.
• Support Windows Server, Active Directory, Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, Intune and Microsoft Defender environments.
• Troubleshoot networking, virtualisation, backup and infrastructure issues across multiple customer environments.
• Act as the senior escalation point for Service Desk engineers while mentoring and supporting their technical development.
• Work closely with the Service Delivery Manager to improve service quality, technical standards and customer outcomes.

About You

You’ll already have built significant technical support experience, ideally within a Managed Service Provider or multi-customer environment, and be comfortable operating as the senior technical escalation point when complex issues arise.

You're comfortable dealing with ambiguity, methodical in your troubleshooting and confident making technical decisions without immediately escalating every difficult issue.

You’ll likely bring:

• At least 5 years' experience within a senior 2nd Line or 3rd Line technical support role, ideally within an MSP or multi-customer environment.
• Strong experience within a 3rd Line Support role in an MSP environment.
• Excellent Microsoft infrastructure knowledge including Windows Server, Active Directory and Microsoft 365.
• Experience supporting Entra ID, Intune and Microsoft Defender.
• Strong networking knowledge including DNS, DHCP, VPNs and firewalls.
• Experience supporting VMware, Hyper-V or similar virtualisation platforms.
• Experience using HaloPSA or another PSA platform.
• Excellent customer communication and stakeholder management skills.
• A structured, evidence-based approach to troubleshooting and documentation.

What This Role Isn't

This isn't a Project Engineer role or an Azure Architect position.

We're looking for someone with broad Microsoft infrastructure experience who enjoys operational support, technical ownership and solving complex customer issues.

A key part of the role is knowing when to resolve an issue yourself and when specialist architectural input is genuinely needed.

Why Join Nexian?

You’ll join a growing Microsoft-focused Managed Services business where your technical expertise will genuinely influence how support is delivered.

You’ll enjoy:

• Hybrid working following successful onboarding.
• Company pension.
• Ongoing Microsoft training and certification support.
• Career development opportunities.
• Exposure to modern Microsoft technologies.
• A collaborative team where your ideas and expertise are valued.