About this role
Salary: £46,000 - 56,000 per year
Requirements
- Minimum of three years hands-on experience troubleshooting complex issues at a 3rd-line level
- Hands-on technical experience with server infrastructure, client devices, networking, Microsoft 365 (including Intune and Entra), backup and disaster recovery, email management, certificates, and security policies such as Conditional Access
- Experience with vendor products including APC, Barracuda, Dell, HPE, Fortinet, VMware, and Veeam
- Strong problem-solving and troubleshooting skills, with a desire to understand underlying issues
- Ability to prioritise and manage workloads effectively and organise work independently
- Ability to identify potential risks or improvements proactively and create remediation plans
- Sound decision-making skills, including the ability to assess risks before making changes
- Ability to produce high-quality technical documentation, customer-facing proposals, guides, and reports
- Strong customer relationship skills and the ability to understand client requirements and pain points
- Ability to work well within a team and support colleagues
- Full UK driving licence and access to a vehicle
- Relevant certifications are highly desirable, such as Microsoft Intune, Azure, Microsoft 365, or Security certifications
Responsibilities
- Act as the primary escalation point for service requests and incidents, providing hands-on technical support
- Serve as the lead technical resource for supported systems, including our baramundi endpoint management solution; support customers, demonstrate the solution to prospective customers, and stay current with its features
- Approve change requests raised by the service desk team and request further information when needed
- Meet first-response and resolution-time SLAs for assigned tickets
- Apply NCSC standards promoted through the Cyber Essentials scheme, both internally and for customers
- Identify and scope technical solutions and improvements beyond support tickets, gather customer requirements, and advise on industry best practices
- Design, implement, and support server, network, cloud, backup and disaster recovery, and security solutions
- Prepare customer-facing project proposals covering scope, deliverables, timescales, costs, risks, and implementation plans
- Travel to customer sites to install or decommission hardware when remote work is not possible
- Investigate third-party solutions to develop technical expertise, including backup, email filtering, DMARC/DKIM/SPF, and print management solutions
- Create support documentation for the service desk to use for ongoing support and maintenance
- Contribute to vendor partnerships by meeting current requirements, including completing required exams
- Attend webinars as needed to understand partnership requirements and upcoming changes
- Share technical knowledge with the service desk team where appropriate
Technologies
- Azure
- Cloud
- Hardware
- Support
- Microsoft 365
- Microsoft Intune
- Network
- Security
- VMware
- Veeam
- Office 365
More
We are hiring a 3rd Line Support Engineer to join our service desk team, working across infrastructure, networking, and cloud technologies. We offer a salary of £46,000–£56,000 depending on experience, 24 days of annual leave plus bank holidays (increasing by one day per year of service up to 29 days), hybrid working after successful probation, a company pension, private healthcare, training and certifications, and company social events. Additional benefits include bereavement leave, casual dress, a cycle-to-work scheme, discounted or free food, free and on-site parking, a health and wellbeing programme, and work-from-home options. The role is listed as in person.
last updated 45 week of 2026