Senior Technical Support Engineer

Salary: £38,000 - 42,000 per year

Requirements:

• Proven experience in a Senior Technical Support Engineer, 3rd Line Engineer or Senior Service Desk role.
• Strong experience supporting Microsoft Windows Server and Desktop environments.
• Excellent knowledge of Microsoft 365, Azure, Active Directory and Group Policy.
• Strong networking knowledge including DNS, DHCP, VPNs, switching and routing.
• Experience supporting firewalls and implementing cybersecurity best practices.
• Knowledge of Hyper-V and/or VMware virtualisation.
• Experience working within a Managed Service Provider (MSP) environment would be highly advantageous.
• Excellent troubleshooting skills with the ability to resolve complex technical issues independently.
• Strong communication skills with the confidence to mentor junior engineers and build trusted relationships with customers.

Responsibilities:

• Act as the senior technical escalation point for complex 3rd Line support tickets.
• Troubleshoot and resolve advanced issues across Microsoft server, desktop and cloud environments.
• Support and maintain Microsoft 365, Azure, Active Directory, networking and virtualisation technologies.
• Diagnose and resolve complex networking, firewall and connectivity issues.
• Lead technical investigations, root cause analysis and problem resolution.
• Mentor and support 1st and 2nd Line Engineers, providing technical guidance and knowledge sharing.
• Assist with infrastructure upgrades, migrations and customer projects.
• Maintain high-quality technical documentation and contribute to the internal knowledge base.
• Ensure support tickets are managed effectively, meeting service level agreements and delivering an exceptional customer experience.
• Identify opportunities for service improvement, automation and operational efficiency.
• Work closely with the wider technical team, customers and senior stakeholders to deliver reliable, secure and proactive IT services across a varied client base.

Technologies:

• Active Directory
• Azure
• Cloud
• Firewall
• Hyper-V
• Support
• Microsoft 365
• VMware
• Windows
• Office 365

More:

We are a well-established IT services provider supporting SMEs across Gloucestershire and the UK. This Senior Technical Support Engineer role is based in Cheltenham with hybrid working, a salary of £38,000 to £42,000, and benefits including a company pension, company events, on-site parking, ongoing training and clear career progression. We offer a genuine pathway into Team Leadership and ultimately Service Desk Management, alongside exposure to modern Microsoft cloud and infrastructure technologies, varied technical projects, and a supportive, collaborative team culture where your ideas are valued.

last updated 32 week of 2026