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- 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, fostering a collaborative and engaging work culture.
- Why this job: Make a real impact by improving customer outcomes and driving service quality.
- Qualifications: 2-5 years in an MSP, strong 2nd/3rd line support experience, and ITIL Foundation certification.
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:
You will work across a modern MSP technology stack, including:
- 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 lifecycle 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 in Bath employer: F5 consultants
Contact Detail:
F5 consultants Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Engineer in Bath
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even local tech events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or any projects that highlight your technical prowess, make sure to share them during interviews. It’s a great way to demonstrate your expertise beyond just words.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on common scenarios you might face as a 3rd Line Support Engineer. Think about how you’d handle complex incidents or mentor a junior team member – they’ll want to see your thought process.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, it shows you’re genuinely interested in joining our team and makes it easier for us to find your application.
We think you need these skills to ace 3rd Line Support Engineer in Bath
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 roles, and any mentoring you've done. 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, we love seeing applications come in through our own channels!
How to prepare for a job interview at F5 consultants
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Azure, M365, and the other technologies mentioned in the job description. Be ready to discuss specific scenarios where you've resolved complex technical issues, as this will show your expertise and problem-solving skills.
✨Showcase Your Customer Success Mindset
Since this role is heavily customer-facing, prepare examples that highlight your experience in improving customer satisfaction and service quality. Think about times when you've acted as a trusted advisor or advocated for a customer’s needs.
✨Demonstrate Your Mentoring Skills
As a Senior 3rd Line Support Engineer, you'll be expected to mentor others. Be ready to share experiences where you've guided junior engineers or contributed to team development. This will illustrate your leadership potential and collaborative spirit.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-world situations, such as handling high-impact incidents or conducting service reviews. Practise articulating your thought process and decision-making steps clearly, as this will showcase your analytical skills and approach to service improvement.