Arden Resourcing Limited
Senior Technical Support Engineer – Birmingham/Hybrid
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Senior Technical Support Engineer – Birmingham/Hybrid
Senior Technical Support Engineer – Birmingham/Hybrid
£50,000–£60,000
Arden is recruiting on behalf of a well-established MSP organisation for an experienced Senior Technical Support Engineer to join their growing technical team. This is a senior technical position focused on resolving complex infrastructure issues, supporting advanced IT environments, and contributing to solution design and pre-sales activities. Acting as a senior escalation point across both Support and Projects, you’ll work closely with technical leadership to deliver robust solutions while driving automation, innovation, and continual service improvement.
Essential Skills & Experience
- Proven experience in a senior 3rd/4th Line Infrastructure Support role.
- Strong troubleshooting skills across enterprise infrastructure technologies.
- Linux (Ubuntu)
- VMware
- Windows Server
- Citrix
- Microsoft 365 & Entra ID
- Apache, NGINX, and/or IIS
- DNS, networking, and load balancing
- Backup & Disaster Recovery
- SonicWall or similar firewall technologies
- Experience using PowerShell for administration and automation.
- Exposure to AI and automation tools to improve operational efficiency.
- Excellent communication skills with the ability to engage confidently with technical and non-technical stakeholders.
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Desirable Experience
- MSP background.
- Pre-sales, solution design, and technical scoping.
- RFP/RFT responses and quotation design.
- Cloud migration projects, including Microsoft 365 and SharePoint.
- AI-driven service improvements using tools such as Microsoft Copilot or Power Automate.
- Relevant Microsoft, VMware, Citrix, or SonicWall certifications.
Client Engagement
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- Deliver high-quality technical support across a varied client base.
- Participate in technical meetings and provide expert guidance to both technical and non-technical stakeholders.
- Support service delivery by maintaining high levels of customer satisfaction and SLA performance.
- Undertake occasional onsite visits where required.
Continuous Improvement
- Identify recurring issues and implement long-term solutions.
- Drive improvements through automation, AI, and process optimisation.
- Contribute to technical documentation, standards, and knowledge sharing.
- Mentor junior engineers and promote best practice across the team.
This is an excellent opportunity for a senior infrastructure support professional looking to work across a diverse range of technologies while playing a key role in technical leadership, solution delivery, and continuous improvement.
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