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3rd Line Engineer
3rd Line Support Engineer
Location: Bromsgrove (Hybrid: 2 days remote, 3 days in office) Armour (Division): *Klipboard ( evolving from Kerridge Commercial Systems )
About Klipboard
At Klipboard, we empower businesses across the distributive trade—from wholesalers, distributors, and retailers to global enterprises—with integrated ERP, trading, and business management solutions. Our technology bridges on-premise and cloud resources, leveraging AI and emerging technologies to enhance collaboration, security, and operational excellence.
Our global portfolio spans Microsoft ERP/SaaS expertise, cloud infrastructure, and hybrid work strategies, with offices in the UK, Ireland, Netherlands, South Africa, Kenya, and North America.
Klipboard’s hybrid policy (3 office days, 2 remote) balances connection with flexibility, enabling innovation while sustaining seamless support delivery.
Mission & Culture
- AI-infused innovation: We harness AI, cloud AI, and emerging tech to reimagine customer success.
- Human-first tech: Solutions are anchored in strong collaboration, communication, and problem-solving.
- Diverse & inclusive: A joint partnership and equal opportunity workplace, where differences drive creativity.
Key Responsibilities
The 3rd Line Support Engineer will:
- Incident & Trouble Ticket Support:Troubleshoot and resolve complex Microsoft technologies (Active Directory, Entra DS, Group Policy, Intune, Exchange Online, Windows Server, RDS/Azure Virtual Desktop).
- Proactive Monitoring & Security:
- Analyze alerts for Azure IaaS/PaaS/SaaS clouds, network connectivity, and Microsoft 365.
- Investigate security incidents (suspicious activity, antivirus alerts, EDR notifications) and mitigate risks.
- Security Compliance:
- Review, deploy, and automate security/application patching to harden customer environments.
- Manage Azure Privileged Identity (PIM), Microsoft Defender for Cloud/Endpoint, and Microsoft Sentinel compliance.
- Cloud Optimisation:
- Ensure availability, performance, and security of customer cloud workloads (storage, Azure Virtual Desktops, vNets).
- Customer Collaboration:
- Work closely with clients to identify migration requirements, seamless integrations, and solutions alignment.
- Maintain Service Desk communication through tickets, emails, and Teams.
- Documentation & Continuous Improvement:
- Record incident resolutions, suggested remediations, and speed up escalation paths via knowledge base.
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Shift Pattern (Rotating Weekly)
- Week 1: 6:30 AM – 3:00 PM
- Week 2: 9:00 AM – 5:30 PM
- Week 3: 10:00 AM – 6:30 PM
- Week 4: 1:30 PM – 10:00 PM
- Paid On-Call & Overtime: For emergencies and occasional out-of-hours support.
Working Arrangements
- Hybrid policy: 2 days remote, 3 days on-site in Bromsgrove (home equipment provided).
- Collaborative culture: A technically supported but flexible environment, combining collaboration with autonomy.
Candidate Profile
Who We Look For
An ambitious 3rd Line Support Engineer who:
- Thrives in high-performance MSP environments with fast-paced, customer-driven troubleshooting.
- Values structured troubleshooting but remains agile for continuous learning.
- Excels with proactive monitoring and escalation skills to mitigate risks.
- Weighs up hard tech priorities while advocating for humanistic communication.
Transferable skills are encouraged: Confidence build problem-solving, questioning, and collaboration are key values.
Required Skills & Experience
- Minimum: 3 years each in:
- Active Directory & Group Policy
- Microsoft Windows Server
- Minimum: 2 years in IP networking basics (TCP/IP, VPNs).
- Minimum: 1 year administering Azure resources, including VMs, vNets, and Storage Accounts.
- Minimum: 3 years managing Entra DS (standalone or hybrid).
- Minimum: 3 years administering Microsoft 365 services (Email, OneDrive, Teams, SharePoint).
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Competence Requirements
- Scripting: PowerShell proficiency (other languages like bash/Python appreciated).
- Microsoft 365: Experience with Exchange Online, Intune, and Office 365 tech stack.
- Cloud Readiness: Familiarity with Azure services (defender, Virtual Desktop, Admins).
Nice-to-Have
- Certifications in Microsoft Azure & 365.
- Prior managed services provider (MSP) experience.
Position Benefits
- Hybrid flexibility, paired with a collaborative in-office culture.
- Paid technical certification support for continuous learning.
- Paid overtime & on-call remuneration.
- Diverse, inclusive workplace fostered through care and transparency.
Equal Opportunities & Inclusivity Statement
Klipboard catalyzes diversity, ensuring every voice is heard—regardless of background, gender, or experience status. According to research: women and minority candidates often underapply if they don’t meet all criteria. That’s why we encourage applications irrespective of qualifications checklist alignment—we value mindset over perceived "perfect" experience.
Reach out: If you anticipate accessing accommodation during interviews or assessments, contact us early to discuss adjustments/rearrangements.
Affiliation & notes:
- Note: Agency CVs must originate from PSL partners only; unsubsolicited CVs will not be considered.
- #LI-Hybrid*: (Note: This reference typically signals the role is hybrid-conducive without workplace flexibility focus.)
Apply now: Unlock a future inside Klipboard’s dynamic tech teams. Purpose. Stability. The future. All starts here—trust your instincts.
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