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

nexian; Birmingham; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Company pension

Training & certification support

Collaborative team

Job summary

Nexian in Birmingham is seeking an experienced Senior 3rd Line Engineer to own complex technical issues and act as the escalation point between the Service Desk and architecture.

Based in Aston Cross, initially office-based with hybrid pattern, you will mentor engineers and strengthen managed services with Microsoft Cloud and security focus.

If you enjoy variety, autonomy and delivering a real technical impact, apply to join Nexian's growing MSP team.

Qualifications

• 5+ years in a senior 2nd/3rd line role, MSP or multi-customer environment.
• Strong Microsoft infrastructure knowledge: Windows Server, AD, M365.
• Experience with Entra ID, Intune and Defender.
• Solid networking basics: DNS, DHCP, VPNs, firewalls.
• Experience with virtualization (VMware/Hyper-V).
• Excellent customer communication and stakeholder management.

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.
• 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.

Skills

Windows Server

Active Directory

Microsoft 365

Entra ID

Intune

Microsoft Defender

VMware/Hyper-V

DNS/DHCP/VPN

HaloPSA

Customer communication

Documentation

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

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

Permanent | Full Time

Reporting to: Service Delivery Manager

Product / Service: Managed IT Services | Microsoft Cloud | Cyber Security | Digital Transformation

Pedigree: Leading Microsoft Partner & Managed Services Provider

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.

We're a collaborative, ambitious business where ownership is encouraged, good ideas are welcomed and people genuinely enjoy working together.

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

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.

• Hybrid working following successful onboarding.
• Company pension.
• Ongoing Microsoft training and certification support.
• A collaborative team where your ideas and expertise are valued.

Your Experience May Include