Enterprise System Support Engineer

Lyra Technology Group is a private equity‑backed holding company that invests and operates industry‑leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in over 100 companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world‑class support to over 12,000 clients.

Lyra Technology Group is seeking an Enterprise System Support Engineer for one of our operating companies located near Cramlington, Northumberland, UK. The Enterprise Systems Support Engineer provides third‑line support for critical client infrastructures, ensuring rapid incident resolution, system stability, and high availability. This role focuses on modern Microsoft and cloud‑based technologies, with a strong emphasis on security, automation, proactive monitoring, and business continuity.

• Provide third‑line escalation support across enterprise client environments, resolving complex incidents efficiently.
• Own and progress service tickets across supported technologies, escalating to vendors or CSPs where required.
• Work within AIS processes to ensure consistent service delivery and escalation handling.
• Produce clear, thorough, and timely ticket documentation throughout the incident lifecycle.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, Entra , Intune, and security configurations.
• Support cloud and virtualised environments across Azure, AWS, VMware, and Hyper‑V.
• Maintain and support core infrastructure services including AD, DNS, DHCP, SAN/NAS, and VDI (general networking troubleshooting only).
• Plan and execute system upgrades and patching in line with vendor and security best practices.
• Support and respond to advanced security services including MDR/EDR, SASE, PAM, and password vaulting.
• Ensure systems meet security, compliance, and data protection standards.
• Implement and maintain enterprise backup solutions (e.g., Veeam).
• Design, test, and support business continuity and disaster recovery strategies to ensure data integrity and service resilience.
• Drive proactive monitoring, automation, and continuous improvement initiatives.
• Contribute to system uptime, performance optimisation, and reduction of repeat incidents.
• Provide technical guidance and mentorship to colleagues.
• Maintain clear and professional communication with clients and internal teams.

• Strong technical expertise in Entra , Intune, Microsoft 365, Azure/AWS, VMware, Hyper‑V, and enterprise infrastructure.
• Experience with enterprise backup, business continuity, and disaster recovery planning.
• Hands‑on knowledge of security tools and incident response, including MDR and EDR.
• Experience with monitoring platforms such as Connect Wise Automate, Auvik, or Logic Monitor.
• Solid understanding of cybersecurity principles, compliance, and secure system design.
• Excellent communication, documentation, and customer service skills.
• Strong time‑management skills with the ability to work under pressure.
• Willingness to participate in an out‑of‑hours on‑call rota.
• Desired, but not required:
  Experience with Azure Virtual Desktop (AVD) and Nerdio.

The targeted base compensation for this role is £38,000–£42,000 per annum. This position will be a hybrid role, offering 2–3 days in the office and the rest at home.

Trustack supports continuous professional development through ongoing training, certifications, and clear progression opportunities within Enterprise Support.