3rd Line Systems Support Engineer – VR

Provide advanced technical support across networks, cloud, servers, security, and endpoint management. Own complex incidents, deliver projects, and act as an escalation point for junior engineers. Ensure client systems remain secure, stable, and optimised while contributing to migrations, documentation, mentoring, and continuous improvement.

• As a senior technical escalation point, the 3rd Line Engineer delivers advanced support across a wide range of systems, ensuring client environments remain secure, resilient, and high‑performing. The role covers deep troubleshooting, major incident ownership, project delivery, and mentoring of 1st/2nd line colleagues.

• Configuring, managing, and troubleshooting firewalls, VLANs, DMZs, and switching.
• Deploying and maintaining wireless networks, including guest/corporate segmentation.
• Using and maintaining network monitoring platforms.
• Applying strong security principles to network architecture.

• Administering Azure AD/Entra  Microsoft 365 services (Exchange Online, Teams, SharePoint, One Drive, Intune).
• Supporting hybrid AD environments.
• Implementing Azure backup, DR, and storage solutions.
• Configuring and maintaining Azure Virtual Desktop environments.

• Managing Windows Server environments (AD, DNS, DHCP, GPO).
• Supporting virtualisation platforms (VMware/Hyper‑V).
• Delivering server patching activities.
• Configuring and maintaining SAN/NAS storage technologies.

• Managing devices via Intune, Autopilot, and other MDM/EMM tools.
• Applying and monitoring endpoint security and compliance policies.
• Overseeing device lifecycle management.

• Supporting email security controls.
• Configuring and maintaining EDR/XDR/AV platforms.
• Applying privileged access management.
• Monitoring logs using SIEM and other tooling.

• Acting as the 3rd line escalation point for the service desk.
• Conducting detailed troubleshooting and root cause analysis.
• Documenting infrastructure, procedures, and technical solutions.
• Managing vendor relationships.
• Supporting projects, migrations, and upgrades.
• Mentoring Junior Engineers.

• 5+ years in a similar technical support role (MSP background beneficial).
• Strong networking knowledge (firewalls, VLANs, switching, Wi‑Fi).
• Hands‑on experience with Azure AD, O365, and hybrid environments.
• Proficient with Windows Server, AD, DNS, DHCP, GPO.
• Experience with VMware/Hyper‑V.
• Competent with endpoint management platforms (Intune, Autopilot, MDM/EMM).
• Knowledge of backup/DR, storage, SAN/NAS, Azure storage.
• Solid cybersecurity understanding including EDR/XDR, email security, PAM, SIEM.
• Full UK driving licence.

• Industry certifications (Microsoft, VMware, Cisco, Fortinet, CompTIA Security+).
• Power Shell or automation skills.
• Prior MSP experience.

• Strong analytical and root‑cause troubleshooting capability.
• Clear, confident communication with users and technical peers.
• High standards of documentation and process discipline.
• Customer‑focused mindset.
• Proactive, adaptable, and team‑oriented.
• Good at managing vendor/partner relationships.
• Commitment to continuous learning.