At a Glance
- Tasks: Resolve complex infrastructure issues and support advanced IT environments.
- Company: Join a well-established MSP organisation with a focus on innovation.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Mentor junior engineers and engage with diverse technologies in a dynamic environment.
- Why this job: Make a real impact by driving automation and improving service delivery.
- Qualifications: Proven experience in senior 3rd/4th Line Infrastructure Support and strong troubleshooting skills.
The predicted salary is between 50000 - 60000 £ per year.
Senior Technical Support Engineer (3rd/4th Line) – Birmingham/Hybrid £50,000-£60,000 Arden is recruiting on behalf of a well-established MSP organisation for an experienced Senior Technical Support Engineer to join their growing technical team.
This is a senior technical position focused on resolving complex infrastructure issues, supporting advanced IT environments, and contributing to solution design and pre-sales activities.
Acting as a senior escalation point across both Support and Projects, you'll work closely with technical leadership to deliver robust solutions while driving automation, innovation and continual service improvement.
Essential Skills Experience Proven experience in a senior 3rd/4th Line Infrastructure Support role.
Strong troubleshooting skills across enterprise infrastructure technologies.
Linux (Ubuntu)/VMware – healthy knowledge of Windows Server Citrix Microsoft 365 Entra ID Apache, NGINX and/or IIS DNS, networking and load balancing Backup Disaster Recovery Sonic Wall or similar firewall technologies Experience using Power Shell for administration and automation.
Exposure to AI and automation tools to improve operational efficiency.
Excellent communication skills with the ability to engage confidently with technical and non-technical stakeholders.
Desirable Experience MSP background.
Pre-sales, solution design and technical scoping.
RFP/RFT responses and quotation design.
Cloud migration projects, including Microsoft 365 and Share Point.
AI-driven service improvements using tools such as Microsoft Copilot or Power Automate.
Relevant Microsoft, VMware, Citrix or Sonic Wall certifications.
Client Engagement Deliver high-quality technical support across a varied client base.
Participate in technical meetings and provide expert guidance to both technical and non-technical stakeholders.
Support service delivery by maintaining high levels of customer satisfaction and SLA performance.
Undertake occasional onsite visits where required.
Continuous Improvement Identify recurring issues and implement long-term solutions.
Drive improvements through automation, AI and process optimisation.
Contribute to technical documentation, standards and knowledge sharing.
Mentor junior engineers and promote best practice across the team.
This is an excellent opportunity for a senior infrastructure support professional looking to work across a diverse range of technologies while playing a key role in technical leadership, solution delivery and continuous improvement.
