McGregor Boyall
3rd Line Engineer
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3rd Line Support Engineer, M365, Cloud, MSP, Lead to Consultant
My client is seeking a 3rd line Engineer with a solid background within the managed service space who can look to progress into the next stage of their career.
Key Responsibilities
- Act as the primary escalation point for complex and high-impact incidents across managed services
- Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
- Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms
- Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required
- Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
- Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
- Continuously improving service quality, resilience, and security through independent analysis and recommendations
- Own and deliver repeatable, high-quality technical managed services, such as:
- Monthly or quarterly technical health checks
- Technical baseline reviews
- M365, Azure, endpoint, and infrastructure audits
- Configuration and best-practice assessments
- Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers
- Identify risks, service gaps, and improvement opportunities before they become incidents
- Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps
- Work closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements
- Act as a technical escalation for customers during high-severity incidents or complex investigations
- Attend client meetings where deep technical input or explanation is required (remote or occasional on-site)
- Support Account Managers and Service Delivery Managers during:
- Technical service reviews
- Proposal validation and solution assurance
- Service transition and early-life support (hyper-care)
- Communicate complex technical issues clearly, calmly, and commercially to both technical and non-technical stakeholders
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Skills required:
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- Proven experience operating as a senior or 3rd Line Engineer within a Managed Services environment
- Strong experience with Microsoft technologies, such as:
- Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
- Windows Server and Active Directory
- Azure (core services, identity, networking basics)
- Solid understanding of:
- Endpoint and device management
- Networking fundamentals (DNS, DHCP, TCP/IP, VPNs)
- Security principles and best practices
- Experience working with ITSM tooling (e.g. ConnectWise Manage) and ITIL-aligned processes
- Fluent spoken English with very good writing skills (e.g. writing technical documentation)
McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.
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