3rd line Support Engineer

Act as a senior escalation point for complex 3rd-line incidents and technical problems, taking ownership through to resolution.

Troubleshoot across Microsoft 365, Azure, Windows Server, Active Directory and hybrid customer environments.

Investigate recurring and long-standing technical issues, identifying root causes and implementing permanent fixes wherever possible.

Work directly with customers during complex technical investigations, providing clear communication and technical guidance.

Identify opportunities to improve the security, reliability, performance and supportability of customer environments.

Carry out proactive technical reviews and recommend practical improvements based on your findings.

Use PowerShell and automation where appropriate to improve efficiency and reduce repetitive manual activity.

Support technical changes and customer projects where additional 3rd-line expertise is required.

Work collaboratively with Projects, Security and other technical teams to resolve issues and ensure successful transition into BAU support.

Provide guidance to 1st and 2nd line engineers, helping them develop their troubleshooting and technical capability.

Create and maintain technical documentation and knowledge articles, helping appropriate activities and fixes move down through the support teams.

Contribute to problem management and continual service improvement across Service Management.

Strong hands-on 3rd-line support experience, ideally within an MSP or multi-customer environment.

Strong experience across core Microsoft technologies including Microsoft 365, Windows Server, Active Directory and Entra ID.

Good experience supporting Azure and hybrid Microsoft environments.