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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)
Locations
3rd Line Support Engineer in Newport, Wales 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 Newport, Wales
✨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 capabilities 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 follow up! After an interview, shoot a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows you’re genuinely interested in the role. And remember, apply through our website for the best chance!
We think you need these skills to ace 3rd Line Support Engineer in Newport, Wales
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your MSP experience and any relevant technical skills, especially around Azure and M365, to show us you’re the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer success and how your previous roles have prepared you for this position. Share specific examples of how you've driven service improvement or mentored others in your past jobs.
Showcase Your Technical Skills: In your application, don’t shy away from listing your technical proficiencies. We want to see your experience with troubleshooting complex incidents and your familiarity with tools like ITSM and CRM platforms. Be specific!
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’re considered for the role. Plus, it gives you a chance to explore more about our company culture!
How to prepare for a job interview at F5 consultants
✨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 resolved them in the past.
✨Showcase Your Customer Success Skills
This role is all about customer satisfaction, so prepare examples of how you've improved customer outcomes in previous positions. Think about times when you acted as a trusted advisor or led onboarding sessions that made a real difference.
✨Be Ready to Mentor
Since mentoring is a key part of this role, come prepared with examples of how you've coached or guided others in a technical environment. Highlight your ability to lead by influence and how you've contributed to team success.
✨Demonstrate Your Analytical Mindset
The job involves analysing service desk metrics and identifying areas for improvement. Be ready to discuss how you've used data to drive service delivery improvements in the past, and think about any specific metrics you've tracked.