3rd Line Lead Support Engineer

Salary: £52,000 - 57,000 per year

Requirements:

• Experience operating comfortably at senior 3rd Line level
• Strong troubleshooting and root-cause analysis skills
• Experience handling technical escalations and major incidents
• Ability to take ownership when problems become complex
• Strong infrastructure knowledge across Microsoft-focused MSP and private-cloud environments
• Strong experience with Windows Server, Active Directory, Group Policy, DNS and DHCP
• Experience with Microsoft 365, including Entra ID, Exchange Online, Teams, MFA and Conditional Access
• Experience with VMware vSphere and/or Hyper-V
• Experience with Citrix, NetScaler and Remote Desktop Services
• Experience with networking, WAN connectivity, switching, VPNs, TCP/IP and Palo Alto firewalls
• Experience with backup and recovery, including Veeam
• 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
• Experience supporting applications such as IRIS, CCH or Sage would be useful, but is not essential

Responsibilities:

• Take ownership of complex 3rd Line escalations and drive issues through to resolution
• Lead the technical response to major and high-impact incidents
• Provide technical direction to other 3rd Line engineers and help prioritise work based on customer impact, urgency and SLA risk
• Review escalations from 1st and 2nd Line and make sure the right troubleshooting has been completed
• Work with suppliers and internal specialists when an issue needs deeper expertise
• Identify recurring problems and help drive permanent fixes rather than repeated workarounds
• Coach engineers and contribute to knowledge articles, troubleshooting guides and improved support processes
• 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 offering a 3rd Line Lead Support Engineer role based in Nutfield, Redhill, with a salary of £52,000-£57,000 and a five-day office-based working pattern. This is a hands-on technical leadership position within a Microsoft-focused MSP and private-cloud environment, supporting close collaboration across the Service Desk and infrastructure teams. We offer a 5% performance-based bonus, 22 days annual leave rising to 25 days with service plus bank holidays, a workplace pension, 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 34 week of 2026