Senior IT Support Engineer (2nd/3rd Line)

About the role

An established technology services business is looking for a Senior IT Support Engineer to join its technical team. This is a hands-on engineering position, not a management role, suited to someone who wants to stay technically involved while becoming a trusted escalation point for other engineers. You will work across a multi-client environment, owning complex incidents that cannot be resolved at service desk level.

Key responsibilities

• Work across Microsoft 365, endpoint and network environments
• Handle advanced 2nd and 3rd line escalations
• Troubleshoot routing, firewalls, VPNs and VLANs
• Independently diagnose and resolve complex infrastructure issues
• Support junior engineers as a technical escalation point
• Work across multiple customer environments

Required profile

• Strong, demonstrable 2nd and 3rd line support experience, ideally within an MSP or multi-client environment
• Ability to take ownership of an escalation, find the root cause and drive it to resolution without significant technical guidance

Required skills

• Microsoft 365 administration and troubleshooting
• Microsoft Entra ID / Azure AD
• Microsoft Intune and endpoint/device management
• Microsoft Azure administration
• PowerShell scripting, Power Platform automation, M365 security hardening, penetration testing, ISO 27001 or Cyber Essentials are highly advantageous

What we offer

• A genuine senior technical role with a broad Microsoft and infrastructure stack
• Exposure to varied client environments and complex technical challenges
• Flexibility of a remote working environment