Senior 3rd Line IT Support Engineer

RecruitmentRevolution.com; Nechells; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Company pension

Certification support

Career development

Team collaboration

Job summary

Nexian is seeking a Senior 3rd Line Engineer in Aston Cross, Birmingham. The role focuses on ownership of complex 3rd Line incidents and supporting Windows Server, Active Directory, Microsoft 365, Entra ID, Intune and Defender across multiple customer environments.

You will mentor Service Desk engineers, drive service quality improvements, and document solutions. The position starts office-based for 3–6 months, then hybrid (3 days in office, 2 days from home) with a salary of £40,000–£50,000 DOE

Qualifications

• At least 5 years in a senior 2nd Line or 3rd Line tech support role, preferably MSP or multi-customer.
• Strong 3rd Line support experience in MSP environments.
• Excellent Microsoft infrastructure knowledge: Windows Server, Active Directory, Microsoft 365.
• Experience supporting Entra ID, Intune and Defender.
• Solid networking knowledge: DNS, DHCP, VPNs, firewalls.
• Experience with VMware/Hyper-V or similar virtualization.
• Experience using PSA platforms (HaloPSA or similar).
• Excellent customer communication and stakeholder management skills.
• Structured, evidence-based troubleshooting and documentation approach.

Responsibilities

• Own complex 3rd Line incidents from investigation to resolution.
• Support Windows Server, AD, Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, Intune and Defender.
• Troubleshoot networking, virtualization, backup and infra issues across multiple customer environments.
• Act as senior escalation point for Service Desk engineers; mentor teammates.
• Collaborate with Service Delivery Manager to improve service quality and outcomes.
• Create clear technical documentation and contribute to knowledge sharing.

Skills

Windows Server

Active Directory

Microsoft 365

Entra ID

Intune

Microsoft Defender

DNS

DHCP

VPNs

firewalls

VMware

Hyper-V

HaloPSA

Tools

HaloPSA

Job description

Salary: £40,000 - 50,000 per year

Requirements:

• 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 experience in a 3rd Line Support role within 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.

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 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.
• Produce clear technical documentation, contribute to knowledge sharing and support continuous service improvement.

Technologies:

• AI
• Active Directory
• Cloud
• Hyper-V
• Support
• Microsoft 365
• Security
• SharePoint
• VMware
• Windows
• Office 365
• Architect
• Azure

More:

We are Nexian, 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 strategic consultancy, managed services and technical expertise. We are also recognised as one of the UKs leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long‑term growth. We offer a collaborative and ambitious working environment where ownership is encouraged, good ideas are welcomed and people enjoy working together. This is a Senior 3rd Line Engineer role based in Aston Cross, Birmingham, initially office based for 3 to 6 months before moving to a hybrid pattern of 3 days in the office and 2 days from home. The role is permanent, full time, reporting to our Service Delivery Manager, and offers a salary of £40,000 to £50,000 DOE plus excellent benefits, including hybrid working, company pension, ongoing Microsoft training and certification support, career development opportunities, exposure to modern Microsoft technologies and a collaborative team where your ideas and expertise are valued.