3rd Line IT Support & Project Engineer

About the Opportunity

We're working with an established and growing Managed Services Provider (MSP) in the West Midlands that's looking to recruit an experienced 3rd Line Service Desk & Project Engineer to join its technical team.

This is a senior, hands-on position offering a great balance between complex technical support and infrastructure project delivery.

The role will be split approximately 50/50 between 3rd line escalations and project work, giving you the opportunity to tackle challenging technical issues while taking ownership of infrastructure and cloud projects from initial scoping through to completion.

You'll also play an important role in mentoring 2nd line engineers, sharing technical knowledge and helping develop the wider team.

The business supports a diverse range of clients across the UK and continues to grow, offering exposure to varied technical environments and opportunities to influence how services are delivered.

Key Responsibilities

3rd Line Support & Escalations

• Act as the technical escalation point for 2nd line engineers, resolving complex and high-priority incidents.
• Investigate recurring technical issues, carry out root cause analysis and implement permanent solutions.
• Plan and implement infrastructure changes in line with change control procedures.
• Provide additional service desk support when required.

Microsoft 365, Entra ID & Intune

• Design and implement Conditional Access, MFA and Microsoft Defender policies.
• Manage Microsoft 365 security improvements, including Business Premium security configurations.
• Lead migrations from on-premises Active Directory to Entra ID joined devices using Autopilot and Intune.

Servers, Virtualisation & Backup

• Maintain, patch and upgrade VMware and Hyper-V environments, including high availability and failover clustering.
• Deploy and upgrade servers, SAN storage and Veeam backup solutions.
• Perform virtual machine restores and disaster recovery testing.

Networking & Infrastructure

• Deploy and configure Fortinet and Cisco firewalls.
• Configure and support HPE Aruba and Meraki switches, wireless networks and site-to-site VPNs.
• Design and implement VLANs, firewall policies and remote access solutions.
• Troubleshoot complex networking and connectivity issues.

Project Delivery & Client Onboarding

• Scope technical projects, estimate resource requirements and develop implementation plans.
• Lead infrastructure and cloud projects from initial planning through to successful handover.
• Manage new client onboarding, including infrastructure assessments, documentation and remediation planning.
• Support clients with Cyber Essentials and Cyber Essentials Plus compliance.
• Produce technical documentation and ensure smooth project handovers.

Mentoring & Team Development

• Support and mentor 2nd line engineers through technical escalations.
• Share best practices and contribute to technical documentation and knowledge base development.

Essential Skills & Experience

• Minimum 4 years' experience in IT support, including at least 2 years at 3rd line or senior 2nd line level.
• Previous experience working within a Managed Services Provider (MSP) environment would be highly advantageous.
• Strong knowledge of Microsoft 365, Entra ID and Intune, including Conditional Access and Autopilot.
• Experience administering Windows Server and Active Directory, including migrations to Entra ID.
• Hands-on experience with VMware and Hyper-V, including high availability, failover clustering and host maintenance.
• Strong networking skills, including firewalls, switches, VLANs and VPNs.
• Experience deploying and managing Veeam backup solutions and disaster recovery processes.
• Proven experience delivering infrastructure or cloud projects from start to finish.
• Excellent communication skills and confidence engaging directly with clients.
• Full UK driving licence.

Desirable Skills & Certifications

• Microsoft certifications such as MS-102, MD-102, AZ-104 or SC-300.
• Fortinet FCP or Cisco CCNA certification.
• Veeam VMCE certification.
• Experience with HPE Aruba, Meraki or UniFi.
• Familiarity with N-able (N-central or N-sight), HaloPSA or similar RMM/PSA platforms.
• Experience supporting Cyber Essentials Plus or ISO 27001 compliance.
• Previous mentoring or technical team leadership experience.

Salary & Benefits

• 26 days annual leave plus bank holidays
• Hybrid working arrangements
• Paid out-of-hours work for occasional maintenance and project activities
• No on-call rota
• Company-contributed pension
• Exposure to a broad range of technologies and client environments
• Opportunity to take ownership of infrastructure and cloud projects
• A growing technical team with opportunities to contribute ideas and influence processes

Interested?

If you're an experienced 3rd Line Engineer looking for a role that offers more than just resolving support tickets, this could be an excellent opportunity.

You'll have the chance to work on varied infrastructure projects, tackle complex technical challenges and play an important role within a growing technical team.