T-Tech
Infrastructure Engineer
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3rd Line IT Engineer (MSP Background) – Limited-Term Role
Are you an experienced 3rd Line IT Engineer with a background in an Managed Service Provider (MSP) environment, looking to take the next step in your technical career?
Join a collaborative team of nine where you’ll have the opportunity to deepen your expertise and work on complex infrastructures.
Key Responsibilities
Advanced Technical Support
- Provide Tier 4 escalation support to the Service Desk, diagnosing and resolving complex infrastructure issues
- Identify root causes, evaluate solutions, and implement robust, long-term fixes
- Ensure issues are fully resolved with no downstream impact
- Analyse trends and recurring incidents, implementing preventative measures
Infrastructure & Cloud Management
- Monitor, manage, and optimise cloud platforms and customer environments to meet SLAs, focusing on capacity, consumption, availability, and performance
- Drive improvements in platform reliability, scalability, and security
- Deploy and maintain tools to enhance automation, monitoring, and efficiency in a multi-tenant environment
Service & Operational Excellence
- Follow ITIL best practice processes for incident, problem, and change management
- Continuously improve service desk processes, tooling, and knowledge sharing
- Contribute to operational efficiency through standardisation and automation
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Customer Engagement
- Act as a technical escalation point for customers, ensuring a professional and high-quality experience
- Build strong relationships through clear communication and technical expertise
- Deliver timely and effective resolutions to ensure customer satisfaction
Documentation & Reporting
- Accurately log and manage incidents within the service management system
- Maintain clear documentation of fixes, processes, and time tracking
Team Development & Mentoring
- Support and mentor Service Desk Analysts and Engineers
- Share knowledge to improve first-time fix rates and team capability
- Take ownership of your professional development, including certifications and ongoing learning
Recruitment Process
- Telephone interview with the Recruitment Manager
- 30-minute Microsoft Teams interview with the Hiring Manager
- Online Thriven Assessment
- Final stage interview in our London Office
Requirements
Skills, Experience & Qualifications
We’re looking for a technically capable and proactive Infrastructure Engineer with a strong foundation in modern IT environments and customer-facing delivery.
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- Must hold at least one certification in:
- Microsoft Azure
- Microsoft 365
- Server technologies
- Minimum 3 years’ experience in IT support, including experience within a Managed Service Provider (MSP) environment
- Hands-on experience working within an ITIL-aligned service environment
- Strong virtualisation experience, including:
- VMware and vSphere
- Ability to build and deploy virtual servers from the ground up in live environments
- Experience managing Microsoft Exchange (both Online and on-premises environments)
Benefits
- 23 days annual leave plus your birthday off (because your time matters)
- BUPA Cash Plan to support health and wellbeing
- 50% flexible working (real balance and autonomy)
- Work-from-home allowance to help cover home office costs
- Two paid charity days per year (give back to causes you care about)
- Fully funded training and professional development (for long-term career growth)
- Three company social events per year (connect, celebrate, and collaborate as a team)
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