About this role
Salary: £52,000 - 57,000 per year
Requirements: Experience operating comfortably at senior 3rd Line levelStrong troubleshooting and root-cause analysis skillsExperience handling technical escalations and major incidentsAbility to take ownership when problems become complexStrong infrastructure knowledge across Microsoft-focused MSP and private-cloud environmentsStrong experience with Windows Server, Active Directory, Group Policy, DNS and DHCPExperience with Microsoft 365, including Entra ID, Exchange Online, Teams, MFA and Conditional AccessExperience with VMware vSphere and/or Hyper-VExperience with Citrix, NetScaler and Remote Desktop ServicesExperience with networking, WAN connectivity, switching, VPNs, TCP/IP and Palo Alto firewallsExperience with backup and recovery, including VeeamExperience with security across identities, servers, endpoints, networks and cloud servicesDeeper expertise in at least two of VMware vSphere, Citrix/NetScaler, enterprise storage or firewall/network securityExperience supporting applications such as IRIS, CCH or Sage would be useful, but is not essential Responsibilities: Take ownership of complex 3rd Line escalations and drive issues through to resolutionLead the technical response to major and high-impact incidentsProvide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA riskReview escalations from 1st and 2nd Line and make sure the right troubleshooting has been completedWork with suppliers and internal specialists when an issue needs deeper expertiseIdentify recurring problems and help drive permanent fixes rather than repeated workaroundsCoach engineers and contribute to knowledge articles, troubleshooting guides and improved support processesMaintain high standards around documentation, customer communication, security and change control Technologies: Active DirectoryCitrixCloudFirewallHyper-VSupportMicrosoft 365NetworkSageSecurityTCP/IPVMwareVeeamWindowsOffice 365Ruby More:
We are offering a 3rd Line Lead Support Engineer role based in Nutfield, Redhill, with a salary of £52,000-£57,000 and a five-day office-based working pattern. This is a hands-on technical leadership position within a Microsoft-focused MSP and private-cloud environment, supporting close collaboration across the Service Desk and infrastructure teams. We offer a 5% performance-based bonus, 22 days annual leave rising to 25 days with service plus bank holidays, a workplace pension, company laptop and phone, paid planned evening and weekend maintenance at double time, in-house and external training, clear technical development and career progression opportunities, and regular team social events.
last updated 35 week of 2026