Senior 3rd Line MSP Technician – Office Based

Gold Group; Pulborough; On-site; GBP 35,000 - 48,000; Full time

Job summary

Gold Group in West Sussex is seeking an experienced 3rd Line Service Desk Technician to join a busy MSP. This office-based role requires deep escalation skills, hands-on infrastructure work and mentoring of junior engineers.

You will handle complex incidents across Microsoft 365/Azure, Windows Server and on-prem environments, while communicating clearly with clients and coordinating with vendors. The position focuses on delivering high-quality IT support from a central office.

Qualifications

• Minimum 5 years' MSP experience.
• Strong 3rd Line technical support and troubleshooting experience.
• Proven experience handling complex technical escalations.
• Strong root cause analysis and problem-solving skills.
• Experience supporting both cloud and on-premise infrastructure.
• Strong working knowledge of Microsoft 365 and Azure.
• Good knowledge of Windows Server, Active Directory and Group Policy.
• Solid networking knowledge covering firewalls, VPNs, VLANs, DNS, DHCP and Wi-Fi.
• Ability to independently manage complex incidents from initial escalation through to resolution.
• Excellent communication skills with both technical and non-technical customers.
• Experience mentoring, coaching or providing technical support to junior engineers.
• Ability to work effectively within a fast-paced MSP/service desk environment.

Responsibilities

• Act as the primary 3rd Line escalation point for complex issues passed up from 1st and 2nd Line engineers.
• Investigate, diagnose and resolve advanced incidents across infrastructure, networking, cloud and on-premise environments.
• Support Microsoft 365 and Azure environments alongside traditional on-premise infrastructure.
• Take full ownership of major and high-priority incidents through to successful resolution.
• Troubleshoot recurring technical problems and carry out root cause analysis to identify long-term solutions.
• Mentor and provide technical guidance to 1st and 2nd Line engineers.
• Work closely with the Service Desk Manager to improve processes, efficiency and overall service delivery.
• Communicate directly with customers, providing clear technical explanations, progress updates and resolutions.
• Liaise with third-party vendors and technology partners where required.
• Maintain accurate and up-to-date technical documentation.
• Attend customer sites when required for troubleshooting, technical changes and implementations.
• Assist with the delivery of technical projects.
• Participate in an on-call rota providing out-of-hours support.

Skills

MSP experience

3rd Line support

Root cause analysis

Customer communication

Mentoring juniors

On-call readiness

Networking fundamentals

Tools

Microsoft 365

Azure

Windows Server

Active Directory

Group Policy

DNS/DHCP

Networking

Hyper-V

Backup/DR

Endpoint security

DrayTek/WatchGuard/UniFi

Job description

Gold Group in West Sussex is seeking an experienced 3rd Line Service Desk Technician to join a busy MSP. This office-based role requires deep escalation skills, hands-on infrastructure work and mentoring of junior engineers.

You will handle complex incidents across Microsoft 365/Azure, Windows Server and on-prem environments, while communicating clearly with clients and coordinating with vendors. The position focuses on delivering high-quality IT support from a central office.