3rd Line Support Engineer, M365, Cloud, MSP, Lead to Consultant,
Apply below after reading through all the details and supporting information regarding this job opportunity.
My client is seeking a 3rd line Engineer with a solid background within the managed service space who can look to progress into the next stage of their career.
Key Responsibilities
- Act as the primary escalation point for complex and high-impact incidents across managed services
- Lead Problem Management and Major Incident investigations, including root cause analysis (RCA) and preventative recommendations
- Resolve advanced Incidents, Problems, and non-standard Requests within ConnectWise Manage, working across infrastructure, cloud, and Microsoft platforms
- Confidently engage senior technical colleagues, Professional Services engineers, Microsoft, or third-party vendors when required
- Maintain high-quality, detailed ticket notes, RCA documentation, and remediation plans
- Act as a peer reviewer for technical changes and change control submissions, ensuring quality and risk awareness
- ?Continuously improving service quality, resilience, and security through independent analysis and recommendations
- Own and deliver repeatable, high-quality technical managed services, such as:
- Monthly or quarterly technical health checks
- Technical baseline reviews
- M365, Azure, endpoint, and infrastructure audits
- Configuration and best-practice assessments
- Produce clear, professional technical reports that translate findings into practical recommendations for clients and Account Managers
- Identify risks, service gaps, and improvement opportunities before they become incidents
- Feed recommendations into Continual Service Improvement (CSI) initiatives and service roadmaps
- ?Work xgikmsk closely with Service Delivery and Account Management teams to ensure audit outcomes lead to real-world improvements
- Act as a technical escalation for customers during high-severity incidents or complex investigations
- Attend client meetings where deep technical input or explanation is required (remote or occasional on-site)
- Support Account Managers and Service Delivery Managers during:
- Technical service reviews
- Proposal validation and solution assurance
- Service transition and early-life support (hyper-care)
- ...
3rd Line Engineer employer: McGregor Boyall Careers
As an IT Project Manager in our dynamic technology team, you will thrive in a collaborative work culture that values innovation and excellence. We offer competitive benefits, ongoing professional development opportunities, and the chance to lead impactful network infrastructure projects in a complex enterprise environment. Join us to make a meaningful contribution while advancing your career in a supportive and growth-oriented setting.
