Senior Support Engineer; 2nd–3rd Line

Position: Senior Support Engineer (2nd–3rd Line)

About Micro Pro

Micro Pro is a boutique Managed IT Services provider supporting growing UK and international businesses. We specialise in stabilising IT environments, removing risk, and building mature, scalable platforms that enable growth.

We work as a close-knit technical team with strong standards, clear ownership, and a culture of urgency and accountability. This is not a ticket‑factory MSP and not a siloed role.

The Role (What This Actually Is)

This role sits between the service desk and the projects team
.

You will be a senior escalation point for complex issues and a hands‑on contributor to project work
, working closely with our Service Desk Manager and Technical Director.

This is ideal for:

• a strong 2nd line engineer ready to step up
  , or
• a 3rd line engineer who enjoys variety and doesn’t mind supporting or mentoring the service desk

It is not a Technical Director or Architect role, and it is not purely service desk or purely projects.

What You’ll Be Responsible For

• Acting as a senior escalation point for complex technical issues
• Owning escalated tickets end-to-end, focusing on proper resolution
• Supporting and mentoring service desk engineers
• Helping improve standards, documentation, and repeat issue reduction
• Communicating clearly and professionally with clients

Project Work

• Delivering small to medium projects independently
• Assisting on larger or more complex projects alongside senior engineers
• Carrying out infrastructure upgrades, migrations, and security improvements
• Contributing to technical design discussions and implementation planning
• Producing clear documentation and handover notes

Proactive & Operational Work

• Identifying recurring issues and recommending long‑term fixes
• Assisting with client onboarding and environment improvements
• Working collaboratively across support, projects, and leadership
• Accurately tracking time and managing priorities

Technical Experience (Guideline, Not a Checklist)

You should be confident across most of the following:

• Windows Server (on‑prem and hybrid)
• Active Directory / Entra
• Networking basics (DNS, DHCP, VPNs, firewalls)
• Virtualisation (Hyper‑V or VMware)
• Backup and disaster recovery
• Endpoint management and security tooling

MSP experience is strongly preferred.

How We Expect You to Work

• Calm, logical, and pragmatic
• Comfortable owning problems and solutions
• Happy supporting others and sharing knowledge
• Professional, polite, and client‑focused
• Not ego‑driven, not silo‑minded
• Willing to work across support and projects

Working Pattern

• Hybrid role
• Typically 3 days per week office or onsite
  , shared with client work
• 2 days remote
• During the 3‑month probation
  , expect more office/onsite time to support onboarding and knowledge transfer
• Even more Flexibility once performance and trust are established

Salary & Progression

• Clear progression into more senior project or lead engineering roles
• Training time during work hours
• Certification support
• Annual performance‑linked bonus
• 28 days holiday + 1 day annual service increase

Why This Role Might Appeal

• Real technical ownership without corporate politics
• Variety across support and projects
• Senior leadership access and trust
• Clear boundaries on responsibility
• Space to grow without being thrown in the deep end
• A team that values quality and accountability

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

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