3rd Line Technical Support - MSP

Salary: £40,000 - 50,000 per year

Requirements:

• Demonstrable experience in a senior 2nd Line, 3rd Line, Infrastructure or MSP environment, with responsibility for complex technical escalations.
• Strong hands-on networking experience, including TCP/IP, DNS and DHCP, routing and switching, firewalls, VLANs, VPNs, NAT/PAT, ACLs, and network monitoring and troubleshooting.
• Experience with S2S/P2S VPNs, LACP, SSL certificates and enterprise firewall technologies.
• Experience with WatchGuard or comparable firewall platforms is desirable.
• Strong structured troubleshooting skills, including log analysis, evidence-based diagnosis and root-cause thinking.
• Ability to work independently, take technical ownership and drive complex issues through to resolution.
• Detailed experience supporting Microsoft Windows Server/Desktop environments, Active Directory, Group Policy, DNS and DHCP.
• Detailed experience with Microsoft 365, Azure and related technologies, including Exchange Online, Microsoft Entra ID / Azure AD, hybrid identity, Conditional Access and MFA, Microsoft Intune / MDM, Microsoft Defender, and Information Protection / DLP.
• Detailed experience with Backup/DRaaS technologies, Azure IaaS and restoration/recovery processes.
• Experience with Problem Management, Root Cause Analysis, Known Errors, knowledge creation and remediation validation.
• Experience supporting Major Incidents and managing vendor/third-party technical escalations.
• Experience with Autotask, Datto RMM and IT Glue, including monitoring, scripting, time recording and technical documentation.
• Strong communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
• Ability to manage competing priorities and work effectively in a customer-focused MSP environment.

Responsibilities:

• Own complex 1st and 2nd Line escalations within the PSA system, ensuring comprehensive technical evidence, time entries, dependencies and next actions are documented.
• Lead advanced diagnosis and resolution across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony.
• Provide clear and timely customer communication throughout complex incidents, Problems and engineering activity.
• Own assigned Problem records, identify recurring incidents, complete Root Cause Analysis and maintain Known Errors and workarounds.
• Validate escalations, provide technical guidance and ensure tickets meet agreed escalation standards.
• Deliver permanent remediation through configuration changes, scripting, automation, upgrades and vendor engagement.
• Maintain accurate technical documentation and create knowledge articles, RCA documentation and Known Error content to support effective shift-left.
• Provide senior technical support during Major Incidents, including diagnosis, recovery validation and Post Incident Review/RCA activity.
• Identify recurring technical issues, technical debt, security weaknesses and resilience risks, recommending improvements to reduce repeat incidents.
• Work with AI and automation technologies to automate repeatable technical fixes and manual processes where appropriate.
• Lead vendor and third-party technical engagement on complex issues while retaining ownership through to resolution.
• Plan and prioritise BAU escalations, Problems, scheduled engineering activity and proactive service improvements.
• Provide out-of-hours support to clients on a rota basis, including critical technical escalation and effective handover.
• Maintain Information Security, ISMS, data protection and change-control requirements, escalating material technical or security risks appropriately.

Technologies:

• AI
• Active Directory
• Azure
• Cloud
• Firewall
• IaaS
• Support
• Microsoft 365
• Microsoft Intune
• NAT
• Network
• Security
• TCP/IP
• Windows
• Office 365

More:

We are looking for an experienced 3rd Line Engineer to join our technical support team in Manchester on a hybrid basis, with a salary of £50k. This role sits within a managed client environment and offers the opportunity to act as a key technical escalation point across infrastructure, Microsoft cloud, networking, security, backup/DR and telephony. We value service improvement, automation, technical documentation and knowledge sharing, and you will work closely with internal teams, customers and third-party vendors to deliver permanent solutions and improve overall service resilience.

last updated 40 week of 2026