3rd Line Support Engineer

3rd Line Support Engineer (MSP)
Birmingham - Hybrid (2 days WFH)
£40,000 - £45,000 | Permanent

VIQU have partnered with a growing MSP and telecoms business looking for a 3rd Line Engineer to join their established technical team. This is a hands-on role where you'll become a key technical escalation point, work directly with customers and support a varied range of Microsoft environments.

The business invests heavily in its people and technology, offering strong opportunities to develop technically and progress as the company grows. You'll also have exposure to Microsoft cloud, AI and automation, alongside customer projects and wider technical improvements.

Key Responsibilities

* Act as a key 3rd Line escalation point for the support team
* Own complex technical issues and major incidents
* Troubleshoot and support customer Microsoft environments
* Support Microsoft 365, Entra ID, Intune, Exchange Online and Windows
* Provide technical guidance and support to L1 and L2 engineers
* Build strong relationships with customers and act as a senior technical contact
* Get involved in projects, migrations and technical improvements
* Identify opportunities for automation and improvements across customer environments

Key Requirements

* 5+ years' experience within an MSP or similar IT support environment , with strong L2/L3 experience
* Strong hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune
* Good knowledge of Windows, Active Directory and networking, including DNS, DHCP, VPNs and firewalls
* Experience supporting multiple customer environments
* Strong troubleshooting and problem-solving skills
* Experience working with PSA/RMM tools and SLA-driven support environments
* Confident communicating directly with customers and supporting less experienced engineers
* Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous
* PowerShell, automation, Microsoft Copilot or Microsoft certifications would be beneficial
* A genuine interest in developing technically and taking on greater responsibility

Apply now to speak with VIQU IT in confidence, or reach out to Belle Hegarty via the VIQU IT website.
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