3rd Line Engineer

Job Title: Senior 3rd Line Engineer
Location: Oxford-based (Remote then possibly to hybrid)
Salary: £35-43k per annum (DOE)
Industry: Managed Services Provider

About Us

We are a fast-growing, client-focused Managed Service Provider (MSP) based in Oxford, supporting a wide range of businesses across the UK. We pride ourselves on our technical excellence, exceptional customer service, and strong team culture. As we expand our high-level support operations, we are looking for a skilled and experienced Senior 3rd Line Engineer to join our team remotely.

Role Overview

As a Senior 3rd Line Engineer, you will act as the technical escalation point for complex IT issues, major incidents, and high-priority projects. You will play a key role in maintaining and improving client infrastructure, mentoring junior staff, and liaising directly with clients to provide strategic and technical guidance.

Key Responsibilities

• Provide advanced technical support across Windows Server, Microsoft 365, Azure, networking, and security.
• Act as final escalation for 2nd and 3rd line issues from the Service Desk.
• Lead infrastructure projects including migrations, upgrades, and cloud transformations.
• Troubleshoot complex issues across servers, storage, firewalls, and virtualized environments.
• Maintain high availability and disaster recovery solutions (e.g., Veeam, Azure Site Recovery).
• Document solutions, create technical documentation, and contribute to the internal knowledge base.
• Participate in technical design, planning, and architecture discussions.
• Provide technical pre-sales support and input into solution designs.
• Ensure SLAs and KPIs are consistently met or exceeded.
• Mentor junior engineers and act as a subject matter expert within the team.
• Participate in an on-call rota (if applicable).

Essential Skills & Experience

• Minimum 5 years in a 3rd Line or senior technical support role within an MSP environment.
• Strong expertise in:
  • Windows Server (2016/2019/2022)
  • Microsoft 365 (Exchange Online, Teams, SharePoint)
  • Azure IaaS, AAD, and hybrid setups
  • Hyper-V and/or VMware virtualization
  • Advanced networking (Firewalls, VLANs, VPNs, Routing)
• Proven experience with scripting (PowerShell) and automation.
• In-depth understanding of ITIL principles and service delivery in an MSP context.
• Excellent troubleshooting and diagnostic skills across a broad range of technologies.
• Ability to communicate complex technical concepts to non-technical stakeholders.

Desirable Qualifications

• Microsoft certifications (e.g., MS-100, AZ-104, AZ-305)
• VMware VCP or Hyper-V certifications
• Cisco (CCNA or higher)
• ITIL Foundation
• Security certifications (e.g., CompTIA Security+, MS SC-900, CISSP)

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.