Senior 3rd Line MSP Engineer — Office-Based

Gold Group Ltd; England; On-site; GBP 40,000 - 52,000; Full time

Job summary

Gold Group Ltd is seeking a 3rd Line Service Desk Technician for a fully office-based role in West Sussex. You will provide advanced escalation support, mentor 1st/2nd line engineers, and own complex incidents across Microsoft 365/Azure, Windows Server, and network infrastructure.

The role emphasizes hands-on troubleshooting, customer communication, and collaboration with the Service Desk team. A minimum of 5 years in an MSP is required.

Qualifications

• Minimum 5 years' MSP experience and strong 3rd line support capabilities.
• Proven ability to escalate and resolve complex incidents.
• Excellent root cause analysis and problem-solving skills.
• Experience with cloud and on-premise infrastructure.
• Solid knowledge of Microsoft 365 and Azure.
• Strong networking knowledge: DNS, DHCP, VPNs, VLANs and Wi-Fi.
• Ability to manage high-priority incidents from escalation to resolution.
• Excellent communication with technical and non-technical customers.
• Experience mentoring junior engineers in a fast-paced MSP.
• Willingness to support out-of-hours on-call rota.

Responsibilities

• Act as the primary 3rd Line escalation point for complex issues from 1st/2nd line.
• Investigate, diagnose and resolve advanced incidents across infra and networking.
• Support Microsoft 365 and Azure alongside on‑premise infrastructure.
• Own major incidents through to successful resolution.
• Perform root cause analysis to identify long-term fixes.
• Mentor and guide junior engineers in day-to-day tasks.
• Collaborate with Service Desk Manager to improve processes.
• Communicate progress and solutions clearly to customers.
• Liaise with third-party vendors as required.
• Maintain up-to-date technical documentation and run on-site troubleshooting.
• Contribute to technical projects and participate in on-call shifts.

Skills

MSP experience

3rd line support

Root cause analysis

Cloud & on-premise

Microsoft 365

Azure

Windows Server

Active Directory

Group Policy

Networking fundamentals

Customer communication

Mentoring juniors

Tools

Active Directory

Group Policy

DNS

DHCP

VPNs

VLANs

Hyper-V

Microsoft 365

Azure

Job description

Gold Group Ltd is seeking a 3rd Line Service Desk Technician for a fully office-based role in West Sussex. You will provide advanced escalation support, mentor 1st/2nd line engineers, and own complex incidents across Microsoft 365/Azure, Windows Server, and network infrastructure.

The role emphasizes hands-on troubleshooting, customer communication, and collaboration with the Service Desk team. A minimum of 5 years in an MSP is required.