McGregor Boyall
3rd Line Engineer
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3rd Line Engineer, M365, MSP, Hybrid, Azure
I am looking for an experienced 3rd Line Support Engineer to join a growing Managed Services team, acting as the senior escalation point for complex technical issues across a diverse client base.
This position combines deep technical troubleshooting with proactive service improvement, customer engagement, technical leadership and mentoring. You'll play a key role in resolving high-impact incidents, conducting technical health checks and audits, and helping customers get the most from their Microsoft cloud and infrastructure environments.
Key Responsibilities
- Act as the final escalation point for complex technical incidents and service requests.
- Lead major incident investigations and root cause analysis activities.
- Deliver technical audits, health checks and best-practice assessments across client environments.
- Support and maintain Microsoft 365, Azure, Windows Server and Active Directory platforms.
- Identify technical risks and recommend improvements to increase resilience, security and performance.
- Produce clear technical documentation and customer-facing reports.
- Provide technical guidance and mentoring to 1st and 2nd Line Engineers.
- Contribute to service improvement initiatives, operational standards and knowledge sharing.
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Skills & Experience
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- Proven experience in a 3rd Line Support Engineer or Senior Infrastructure Engineer role.
- Strong Microsoft 365 knowledge including Exchange Online, Teams, SharePoint, Entra ID and Intune.
- Experience supporting Azure environments, Windows Server and Active Directory.
- Solid understanding of networking fundamentals including DNS, DHCP, TCP/IP and VPN technologies.
- Good understanding of endpoint management and IT security best practices.
- Experience working within ITIL-led service environments and using ITSM platforms.
- Strong troubleshooting, analytical and problem-solving skills.
- Excellent written and verbal communication skills with a customer-focused approach.
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