Technical Support Lead (3rd/4th Line) - Birmingham/Hybrid

Salary: £60,000 - 65,000 per year

Requirements:

• We are looking for proven experience in a senior 3rd/4th Line Infrastructure Support role.
• We need strong troubleshooting skills across enterprise infrastructure technologies.
• We need healthy knowledge of Linux (Ubuntu) and VMware.
• We need experience with Windows Server.
• We need experience with Citrix.
• We need experience with Microsoft 365 and Entra ID.
• We need experience with Apache, NGINX and/or IIS.
• We need experience with DNS, networking and load balancing.
• We need experience with Backup and Disaster Recovery.
• We need experience with SonicWall or similar firewall technologies.
• We need experience using PowerShell for administration and automation.
• We value exposure to AI and automation tools that improve operational efficiency.
• We need excellent communication skills and the ability to engage confidently with technical and non-technical stakeholders.
• An MSP background is desirable.
• Experience in pre-sales, solution design and technical scoping is desirable.
• Experience with RFP/RFT responses and quotation design is desirable.
• Experience with cloud migration projects, including Microsoft 365 and SharePoint, is desirable.
• Experience driving AI-led service improvements using tools such as Microsoft Copilot or Power Automate is desirable.
• Relevant Microsoft, VMware, Citrix or SonicWall certifications are desirable.

Responsibilities:

• We will deliver high-quality technical support across a varied client base.
• We will participate in technical meetings and provide expert guidance to technical and non-technical stakeholders.
• We will support service delivery by maintaining high levels of customer satisfaction and SLA performance.
• We will undertake occasional onsite visits where required.
• We will identify recurring issues and implement long-term solutions.
• We will drive improvements through automation, AI and process optimisation.
• We will contribute to technical documentation, standards and knowledge sharing.
• We will mentor junior engineers and promote best practice across the team.

Technologies:

• AI
• Citrix
• Cloud
• Copilot
• Firewall
• Support
• Linux
• Load Balancing
• Microsoft 365
• Nginx
• PowerShell
• SharePoint
• Ubuntu
• VMware
• Windows
• Office 365

More:

We are a well-established MSP organisation based in Birmingham offering a hybrid working arrangement and a salary of £60,000-£65,000. This is a senior technical support role focused on resolving complex infrastructure issues, supporting advanced IT environments, and contributing to solution design and pre-sales activities. You will act as a senior escalation point across Support and Projects, working closely with technical leadership to deliver robust solutions while driving automation, innovation and continual service improvement.

last updated 32 week of 2026