Senior Tier 3 IT Support Engineer – Escalations & Cloud

BDR Voice & Data Solutions Limited; Stratford-upon-Avon; On-site; GBP 45,000 - 65,000; Full time

Job summary

BDR Group is seeking an experienced Tier 3 IT Support Engineer in Stratford-upon-Avon to act as a senior escalation point for complex incidents and service issues. You will support and drive improvements across infrastructure, networking, and cloud services, ensuring exceptional customer outcomes.

Work with Tier 1/2 teams, create thorough documentation, and contribute to platform upgrades within a fast-paced, customer-focused environment that values quality and teamwork.

Qualifications

• Proven experience in a Tier 3 IT Support, senior escalation, or advanced technical support role.
• Strong troubleshooting experience across Microsoft environments, infrastructure, and networking.
• Excellent communication skills and the ability to remain calm and focused under pressure.
• A proactive, team-oriented approach with a genuine passion for delivering great outcomes for customers.

Responsibilities

• Act as the senior technical escalation point for complex support incidents and service requests
• Troubleshoot and resolve advanced issues across infrastructure, networking, systems, and cloud services
• Support major incident management, ensuring effective communication, ownership, and technical resolution
• Identify root cause and implement long-term fixes to improve stability and performance
• Work closely with Tier 1 and Tier 2 teams to provide technical guidance and knowledge sharing
• Create and maintain high-quality technical documentation, knowledge articles, and support procedures
• Contribute to service improvement initiatives, platform upgrades, and operational best practice
• Deliver a consistently high standard of customer service in line with our commitment to excellence

Skills

Troubleshooting

Customer-focused

Strong communication

Tools

Windows Server

Microsoft 365/Azure

Active Directory/Entra ID

DNS/DHCP/TCP-IP

VPNs & Firewalls

VMware/Hyper-V

Endpoint Management

Job description

BDR Group is seeking an experienced Tier 3 IT Support Engineer in Stratford-upon-Avon to act as a senior escalation point for complex incidents and service issues. You will support and drive improvements across infrastructure, networking, and cloud services, ensuring exceptional customer outcomes.

Work with Tier 1/2 teams, create thorough documentation, and contribute to platform upgrades within a fast-paced, customer-focused environment that values quality and teamwork.