Senior 3rd Line Microsoft IT Support Engineer — Ownership

RecruitmentRevolution.com; Nechells; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Hybrid working

Company pension

Microsoft training and certification

Career development opportunities

Exposure to modern Microsoft tech

Collaborative team

Job summary

Nexian is seeking an experienced Senior 3rd Line Engineer to own complex incidents across Windows Server, AD, M365, Entra ID and Defender within a busy MSP environment.

Based in Aston Cross, Birmingham with hybrid working (3 days in the office, 2 at home), you will mentor engineers, improve technical standards and collaborate with the Service Delivery Manager to strengthen managed services for multi-customer clients.

Qualifications

• At least five years' experience in a senior 2nd Line or 3rd Line technical support role, ideally in an MSP or multi-customer 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 virtualization platforms.
• Experience using HaloPSA or another PSA platform.
• Excellent customer communication and stakeholder management skills.
• 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, 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

MSP

3rd Line Support

Microsoft 365

Entra ID

PowerShell

Scripting

Cloud Troubleshooting

Microsoft Defender

Azure

VMware

Hyper-V

HaloPSA

Tools

HaloPSA

Job description

Nexian is seeking an experienced Senior 3rd Line Engineer to own complex incidents across Windows Server, AD, M365, Entra ID and Defender within a busy MSP environment.

Based in Aston Cross, Birmingham with hybrid working (3 days in the office, 2 at home), you will mentor engineers, improve technical standards and collaborate with the Service Delivery Manager to strengthen managed services for multi-customer clients.