At a Glance
- Tasks: Provide top-notch technical support and mentor junior engineers in a dynamic MSP environment.
- Company: Join a leading Managed Service Provider focused on customer success and service excellence.
- Benefits: Enjoy a competitive salary, benefits package, and opportunities for professional growth.
- Other info: Office-based role with customer site visits, ideal for aspiring technical leaders.
- Why this job: Make a real impact by improving customer experiences and driving service quality.
- Qualifications: 2-5 years in an MSP role with strong 2nd/3rd line support experience required.
The predicted salary is between 43000 - 43000 € per year.
Location: Bristol Office-based 4 days per week + customer site visits
Salary: £43k + benefits
Start: ASAP (Immediate or up to 4 weeks' notice)
Role Overview
We are seeking an experienced Senior 3rd Line Support Engineer to join our MSP environment in a highly customer-facing, escalation and mentoring-focused role. This position blends senior technical support, customer success, and service improvement, acting as both a technical escalation point and a trusted advisor to customers. You will support multiple clients, work closely with service desk and consulting teams, and play a visible role in improving customer outcomes, service quality, and adoption of managed services. This is an ideal role for someone with strong MSP experience, an appetite to coach and mentor others, and a desire to progress into technical leadership or service management.
Core Purpose
- Drive customer satisfaction, retention, and service excellence
- Act as 3rd line escalation for complex, high-impact incidents
- Support onboarding, adoption, and ongoing customer success
- Provide a higher-level view of customer environments and engagement
- Use data and insight to proactively improve service delivery
Key Responsibilities
Issue Resolution & Senior Support
- Act as the primary escalation point for priority and complex technical incidents
- Lead troubleshooting activities across infrastructure, cloud, and security platforms
- Work closely with 2nd line engineers, providing guidance and mentoring
- Maintain and improve technical documentation and knowledge bases
Proactive Engagement & Customer Success
- Monitor customer health and service desk data to identify risks and improvement areas
- Conduct regular customer check-ins and service reviews
- Support customer site visits where required
- Act as a customer advocate internally
Onboarding, Adoption & Training
- Lead technical onboarding of new customers and services
- Deliver knowledge transfer and training to customers and internal teams
- Track onboarding progress and platform adoption
Service Improvement & Data Analysis
- Analyse service desk metrics, alerting, and monitoring data
- Drive continuous improvement, best practices, and process optimisation
- Contribute to ITIL-aligned service delivery improvements
Commercial Awareness
- Identify opportunities for upsell and cross-sell in collaboration with account teams
- Provide technical input into customer roadmaps and service evolution
Technical Environment
- End User & Workspace Microsoft 365 Admin
- Azure & Entra ID (Azure AD) Identity & Access Management
- Endpoint Management (Intune) Defender & security tooling
- Infrastructure & Platforms Windows Server, AD, Exchange VMware & Hyper-V Backup and recovery solutions Storage, server, and hardware operations VM life cycle management Cloud & Hybrid Azure services Hybrid cloud design and support Cloud and virtual platform operations Networking LAN/WAN Cisco networking RDP, monitoring, alerting
- Security Cybersecurity fundamentals Security principles and best practices Endpoint and cloud security monitoring
Required Experience & Qualifications
- 2-5 years’ experience in an MSP environment
- Strong experience in 2nd/3rd line support with escalation ownership
- Proven ability to support multiple customer environments
- Experience mentoring, coaching, or leading by influence on a service desk
- Exposure to customer-facing service reviews and stakeholder engagement
- ITIL Foundation (Required)
- Bachelor’s degree or equivalent hands-on experience
- Experience using ITSM & CRM platforms (Autotask, Halo or similar)
3Rd Line Support Engineer employer: Amber Resourcing Ltd
At RSG Plc, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Bristol that fosters professional growth and customer success. Our culture emphasises collaboration, mentorship, and continuous improvement, ensuring that our employees not only excel in their roles but also have ample opportunities to advance into technical leadership positions. With a competitive salary and a strong focus on employee well-being, we are committed to creating a rewarding workplace where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land 3Rd Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to 3rd line support. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your expertise! Create a portfolio or a personal website that highlights your projects, achievements, and any relevant certifications. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 3Rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your MSP experience, technical support skills, and any mentoring roles you've had. We want to see how you can drive customer satisfaction and service excellence!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Senior 3rd Line Support Engineer role. Share specific examples of how you've improved customer outcomes or led successful projects in the past. We love a good story!
Show Off Your Technical Skills:In your application, don't forget to mention your technical expertise with Azure, M365, and other relevant tools. We’re looking for someone who can handle complex incidents and provide top-notch support, so make sure we know what you bring to the table!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join the StudySmarter team!
How to prepare for a job interview at Amber Resourcing Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Azure, M365, and the specific tools mentioned in the job description. Be ready to discuss your experience with troubleshooting complex incidents and how you've handled escalations in the past.
✨Showcase Your Customer Success Skills
This role is all about customer satisfaction, so prepare examples of how you've improved service delivery or driven customer success in previous positions. Think about specific instances where you acted as a trusted advisor or helped onboard new clients.
✨Demonstrate Your Mentoring Ability
Since mentoring is a key part of this role, be ready to talk about your experience coaching others. Share stories that highlight your ability to guide 2nd line engineers and improve team performance, as well as any training sessions you've led.
✨Prepare for Service Improvement Discussions
Familiarise yourself with ITIL principles and be prepared to discuss how you've used data to drive continuous improvement in your previous roles. Think about metrics you've analysed and how you've implemented best practices to enhance service quality.
