At a Glance
- Tasks: Lead technical support, resolve complex issues, and drive innovation in IT solutions.
- Company: Established MSP organisation with a focus on growth and collaboration.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional development.
- Other info: Mentorship opportunities and a chance to work with cutting-edge technologies.
- Why this job: Join a dynamic team and make a real impact in advanced IT environments.
- Qualifications: Experience in senior 3rd/4th Line Support and strong troubleshooting skills required.
The predicted salary is between 56250 - 68750 £ per year.
- Technical Support Lead (3rd/4th Line) – Birmingham/Hybrid
- £60,000-£65,000
Arden Resourcing 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
Technical Support Lead (3rd/4th Line) - Birmingham/Hybrid employer: Arden Resourcing
Join a well-established MSP organisation in Birmingham, where you will thrive in a dynamic work culture that values innovation and collaboration. With a competitive salary and opportunities for professional growth, you will engage with cutting-edge technologies while mentoring junior engineers and contributing to impactful projects. Enjoy the flexibility of a hybrid work environment that promotes work-life balance and fosters a supportive community focused on continuous improvement.
