Technical Support Lead (3rd/4th Line) – Birmingham/Hybrid

Technical Support Lead (3rd/4th Line) – Birmingham/Hybrid

£60,000-£65,000

Arden Resourcing 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 – healthy knowledge of

• 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.

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

• 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