Job Openings 3rd Line Support Engineer (Remote)

About the job 3rd Line Support Engineer (Remote)

3rd Line Support Engineer (Remote)

Experienced MSP Engineer Required
About the Company

Join a rapidly growing Managed Services Provider delivering high-quality IT support, cloud solutions, cyber security services, and project consultancy. The company supports clients across London and surrounding counties, offering a dynamic environment where technical professionals can expand their skill set and progress their careers.

About the Role

We are seeking a highly capable 3rd Line Support Engineer to serve as a senior escalation point for complex technical issues. This role suits someone who enjoys solving diverse challenges, working across a broad technical stack, and contributing to a fast-paced MSP environment.

Key Responsibilities

  • Manage 3rd line escalations from 2nd line engineers, project teams, and account managers

  • Troubleshoot advanced issues across Microsoft 365, Azure, Windows Server, Hyper-V, VPN, Acronis, Veeam, and wider cloud infrastructure

  • Diagnose and fix network and hardware challenges, including firewalls, routers, switches, and on-premises servers

  • Support website hosting escalations, including DNS adjustments, CMS troubleshooting, and migration tasks

  • Share technical insights with the team and contribute to continuous improvement

  • Assist with the delivery of varied IT projects

Required Technical Expertise

  • Microsoft Azure administration, configuration, and troubleshooting

  • Microsoft 365 tenant setup and management, including Exchange Online and SharePoint Online

  • Strong understanding of Microsoft Hyper-V and virtualisation concepts

  • Experience with Acronis, Azure Backup, and similar backup technologies

  • Ability to configure and troubleshoot firewalls (WatchGuard, Unifi, SonicWall beneficial)

  • Familiarity with Defender for 365, spam filtering tools, and Cyber Essentials frameworks

  • Experience with antivirus solutions such as ESET

  • Confidence working with DNS changes, website migrations, and hosting troubleshooting

  • Proven experience delivering IT projects from start to finish

Additional Requirements

  • Strong MSP background with exposure across 1st to 3rd/4th line duties

  • Good knowledge of RMM tools and ticketing systems

  • At least two Microsoft certifications (e.g., MS-102, AZ-104)

  • A private and reliable home working environment with fast, stable internet (equipment provided)

Personal Attributes

  • Customer-focused, approachable, and passionate about delivering excellent service

  • Clear and confident communicator with professional English skills

  • Reliable, accountable, and collaborative

  • Proactive, problem-solving mindset with strong attention to detail

  • Career-driven and looking for long-term growth within a progressive MSP