3rd Line Lead Support Engineer

Salary: £55,000 - 55,000 per year

Requirements:

• We are looking for an experienced 3rd Line Engineer who can operate comfortably at senior 3rd Line level and take ownership of complex problems.
• We need strong troubleshooting and root-cause analysis skills.
• We need experience handling technical escalations and major incidents.
• We need the judgement to know when to investigate further and when to involve a specialist.
• We are looking for someone with strong infrastructure knowledge across Microsoft-focused environments.
• We ideally need strong experience with Windows Server, Active Directory, Group Policy, DNS and DHCP.
• We ideally need experience with Microsoft 365, including Entra ID, Exchange Online, Teams, MFA and Conditional Access.
• We ideally need experience with VMware vSphere and/or Hyper-V.
• We ideally need experience with Citrix, NetScaler and Remote Desktop Services.
• We ideally need experience with networking, WAN connectivity, switching, VPNs, TCP/IP and Palo Alto firewalls.
• We ideally need experience with backup and recovery, including Veeam.
• We ideally need experience with security across identities, servers, endpoints, networks and cloud services.
• Deeper expertise in at least two of VMware vSphere, Citrix/NetScaler, enterprise storage or firewall/network security is expected.
• Experience supporting applications such as IRIS, CCH or Sage would be useful, but is not essential.
• We are looking for someone who can help other engineers develop, challenge constructively and explain technical issues clearly to customers.

Responsibilities:

• We will need you to take ownership of complex 3rd Line escalations and drive issues through to resolution.
• We will need you to lead the technical response to major and high-impact incidents.
• We will need you to provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk.
• We will need you to review escalations from 1st and 2nd Line and ensure the right troubleshooting has been completed.
• We will need you to work with suppliers and internal specialists when an issue needs deeper expertise.
• We will need you to identify recurring problems and help drive permanent fixes rather than repeated workarounds.
• We will need you to coach engineers and contribute to knowledge articles, troubleshooting guides and improved support processes.
• We will need you to maintain high standards around documentation, customer communication, security and change control.

Technologies:

• Active Directory
• Citrix
• Cloud
• Firewall
• Hyper-V
• Support
• Microsoft 365
• Network
• Sage
• Security
• TCP/IP
• VMware
• Veeam
• Windows
• Office 365
• Ruby

More:

We are a Microsoft-focused MSP and private-cloud environment based in Nutfield, near Redhill, Surrey. This is an office-based role five days a week, supporting close collaboration across our Service Desk and hands-on work with our infrastructure environment. The role was created to help manage workload across the 3rd Line function and provide a clear technical lead for complex customer issues. We offer a 5% performance-based bonus, 22 days annual leave increasing to 25 days with length of service plus bank holidays, a workplace pension, a company laptop and phone, paid planned evening and weekend maintenance at double time, in-house and external training, clear technical development and career progression opportunities, and regular team social events.

last updated 39 week of 2026