3rd Line Support Engineer, MSP, M365, Azure, AVD, Security

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