3rd Line IT Support Engineer

Location: Worcester, Worcestershire
Salary: £45,000+ depending on experience
Benefits: 25 days holiday + bank holidays, funded certifications, pension, free parking & more

The Opportunity

We’re working with a growing technology business that is looking for an experienced 3rd Line Engineer to join its technical team.

This is a great opportunity for a senior IT professional who enjoys working on complex technical challenges, supporting modern Microsoft environments and getting involved in infrastructure and cloud projects.

You’ll act as a senior technical escalation point, working closely with 1st and 2nd Line Engineers, project teams and technical management to resolve complex issues and deliver high-quality technical solutions for a diverse customer base.

The role combines 3rd Line support, project work and occasional customer visits, giving you plenty of variety and exposure to different technologies and environments.

Key Responsibilities

Provide 3rd Line technical support and act as an escalation point for complex issues.
Troubleshoot and resolve advanced Microsoft 365, Azure, networking and infrastructure problems.
Administer Microsoft 365 environments, including Exchange Online, Intune and Entra ID.
Support Windows Server, Active Directory and Group Policy environments.
Troubleshoot firewalls, VPNs, switching, routing and wireless networks.
Support virtualisation technologies including VMware and Hyper-V.
Assist with infrastructure upgrades, migrations and customer onboarding projects.
Contribute to major incident management and technical problem resolution.
Mentor and support junior engineers.
Produce and maintain accurate technical documentation.
Identify opportunities for automation, service improvement and increased system reliability.
Attend customer sites when required for installations, projects and technical support.

Technical Experience

You should have strong experience across a range of the following:

Microsoft & Cloud

Microsoft 365
Exchange Online
Intune
Entra ID
Microsoft Defender
Azure
Azure Virtual Desktop
Microsoft 365 migrations
Conditional Access & MFA

Infrastructure

Windows Server
Active Directory & Group Policy
VMware / Hyper-V
Backup & Disaster Recovery
Hybrid environments

Networking & Security

TCP/IP, DNS, DHCP & VLANs
Firewalls & VPNs
Switching & routing
Endpoint security
Email security
Cyber Essentials principles

About You

We’re looking for someone who has:

Proven experience working at 3rd Line level within an MSP environment.
Strong Microsoft 365 administration experience.
Excellent Windows Server and Active Directory knowledge.
Strong networking and infrastructure troubleshooting skills.
Experience with Azure and cloud technologies.
Experience working with VMware, Hyper-V or similar.
A proactive approach to problem solving and continual improvement.
The ability to manage multiple priorities and work effectively under pressure.
Excellent communication and customer-facing skills.
Experience supporting infrastructure or Microsoft 365 migration projects.
A full UK driving licence and access to your own vehicle.

Desirable

Experience with any of the following would be advantageous:

3CX or other VoIP platforms
Linux administration
AWS
PowerShell / scripting
Microsoft or industry certifications

What's on Offer?

£45,000+ salary depending on experience
Company-funded Microsoft and industry certifications
Clear career progression opportunities
25 days holiday + bank holidays
2 paid charity volunteering days per year
Pension scheme
Free on-site parking
Modern office environment
Regular social events and team activities
Exposure to a broad range of modern technologies and customer environments

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN