Job Details
3rd Line Support Engineer, MSP, M365, Azure, AVD, Security
96c0aa18-980a-4015-a155-c44e07cf6df9
Posted: 09/11/2026
- £50000.00 - £60000.00 per annum
- London, UK
- Permanent
3rd Line Support Engineer, MSP, M365, Azure, AVD, Security,
Reporting to the Service Desk Manager, the 3rd Line Support Engineer is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents. You will engage directly with customers as a trusted technical authority and take ownership of proactive managed technical services, including regular audits, health checks, and assessments.
This is a role for an experienced engineer who thinks independently, takes ownership, and can balance deep technical troubleshooting with structured, proactive service delivery.
Success in this Role Will Be Demonstrated By:
- Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents.
- Helping develop junior engineers to become more capable, confident, and effective professionals.
- Effectively delivering audits and health checks that are valued, repeatable, and impactful.
- Identifying and addressing technical risks proactively.
Key Responsibilities
Escalation Support & Technical Leadership
- Act as the primary escalation point for complex and high-impact incidents across managed services.
- Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations.
- Resolve advanced incidents, problems, and non-standard requests across infrastructure, cloud, and Microsoft platforms.
- Engage senior technical colleagues, project teams, vendors, and third-party partners when required.
- Maintain detailed ticket notes, RCA documentation, and remediation plans.
- Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness.
- Continuously improve service quality, resilience, and security through analysis and recommendations.
Managed Technical Services Ownership
- Own and deliver repeatable, high-quality managed technical services, including:
- Monthly or quarterly technical health checks
- Technical baseline reviews
- Microsoft 365, Azure, endpoint and infrastructure audits
- Configuration and best-practice assessments
- Produce professional technical reports with practical recommendations.
- Identify service risks, gaps, and improvement opportunities before they become incidents.
- Contribute to Continual Service Improvement (CSI) initiatives and service roadmaps.
- Work closely with Service Delivery and Account Management teams to ensure recommendations translate into measurable improvements.
Client Engagement & Technical Authority
- Act as a technical escalation point for customers during critical incidents and complex investigations.
- Attend client meetings remotely or on-site where technical expertise is required.
- Support Account Managers and Service Delivery Managers with:
- Technical service reviews
- Proposal validation and solution assurance
- Service transition and early-life support
- Communicate complex technical issues clearly to both technical and non-technical stakeholders.
Technical Mentoring & Knowledge Leadership
- Act as a mentor and role model for 1st and 2nd Line Engineers.
- Coach engineers on troubleshooting techniques and diagnostic thinking.
- Deliver internal knowledge-sharing sessions covering:
- Recurring issues and lessons learned
- New technologies and platform changes
- Best-practice operational approaches
- Help raise the overall technical capability and confidence of the service desk.
Documentation, Standards & Process Improvement
- Create, review and improve:
- Technical procedures and runbooks
- Known error records and troubleshooting guides
- Service and platform documentation
- Ensure documentation remains current as environments evolve.
- Contribute to ongoing improvements in tooling, standards, and operational processes.
- Support project handovers and service transitions to ensure operational readiness.
Qualifications, Skills & Experience
Essential Experience
- Proven experience operating as a Senior Engineer or 3rd Line Engineer within a Managed Services environment.
- Strong experience with Microsoft technologies including:
- Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune)
- Windows Server
- Active Directory
- Azure (core services, identity, and networking fundamentals)
- Solid understanding of:
- Endpoint and device management
- DNS, DHCP, TCP/IP and VPN technologies
- Security principles and best practices
- Experience working with ITSM platforms and ITIL-aligned processes.
- Fluent spoken English with excellent written communication skills, including technical documentation.
About You
- Professional and calm under pressure.
- Positive and proactive attitude.
- Comfortable owning complex issues through investigation, resolution and prevention.
- Strong problem-solving and analytical skills.
- Confident engaging with customers and stakeholders.
- Passionate about innovation and service improvement.
- Excellent verbal and written communication skills.
- Patient, approachable and supportive of colleagues' development.
- Methodical with strong attention to detail.
- High sense of urgency, accountability and ownership.
3rd Line Support Engineer, MSP, M365, Azure, AVD, Security
Dan Shannon
Associate Director | Infrastructure, Cloud & DevOps