IT Support Engineer - 3rd Line

Chance for an IT support engineer to join an international IT managed service provider. Ideal for a 2nd liner looking for 3rd line exposure, or an established 3rd liner looking for a refreshing change in a vibrant environment.

This is a hands-on technical role where you will provide advanced support to a diverse range of customers, acting as a senior escalation point for complex incidents and technical issues.

Benefitting from a hybrid home working model you will have the opportunity to pursue Microsoft accreditations to expert level on the job.

Responsibilities

• Provide 3rd Line support across a diverse customer base.
• Troubleshoot and resolve complex issues across Microsoft 365, Azure, Intune, Defender and networking.
• Act as a technical escalation point for 1st and 2nd Line engineers.
• Work closely with Field Engineers to resolve remote and on-site technical issues.
• Investigate recurring problems and identify root causes and permanent solutions.
• Support Microsoft cloud, endpoint and security environments.
• Participate in major incident management where required.
• Assist with customer projects, migrations, upgrades and technical changes.
• Maintain clear technical documentation and contribute to knowledge sharing across the support team.
• Provide a high level of customer service while working within agreed SLAs.