At a Glance
- Tasks: Provide expert support for complex incidents and lead technical investigations.
- Company: Join a dynamic Managed Services Provider with a focus on innovation.
- Benefits: Competitive salary, professional development, and opportunities for mentorship.
- Other info: Collaborative environment with a focus on continuous improvement and career growth.
- Why this job: Make a real impact by solving challenging technical problems and mentoring others.
- Qualifications: Experience in 3rd Line Support and strong knowledge of Microsoft technologies required.
The predicted salary is between 41400 - 50600 £ per year.
3rd Line Support Engineer, MSP, M365, Azure, AVD, Security
Reporting to the Service Desk Manager, the 3rd Line Support Engineer is a senior technical specialist acting as the final escalation point for complex incidents, problems, and major incidents.
You will engage directly with customers as a trusted technical authority and take ownership of proactive managed technical services, including regular audits, health checks, and assessments.
This is a role for an experienced engineer who thinks independently, takes ownership, and can balance deep technical troubleshooting with structured, proactive service delivery.
Success in this Role Will Be Demonstrated By
- Ensuring escalations are resolved efficiently and correctly, with fewer repeat incidents.
- Helping develop junior engineers to become more capable, confident, and effective professionals.
- Effectively delivering audits and health checks that are valued, repeatable, and impactful.
- Identifying and addressing technical risks proactively.
Key Responsibilities
- Escalation Support & Technical Leadership
- 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 across infrastructure, cloud, and Microsoft platforms.
- Engage senior technical colleagues, project teams, vendors, and third-party partners when required.
- Maintain 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 improve service quality, resilience, and security through analysis and recommendations.
- Managed Technical Services Ownership
- Own and deliver repeatable, high-quality managed technical services, including:
- Monthly or quarterly technical health checks
- Technical baseline reviews
- Microsoft 365, Azure, endpoint and infrastructure audits
- Configuration and best-practice assessments
- Produce professional technical reports with practical recommendations.
- Identify service risks, gaps, and improvement opportunities before they become incidents.
- Contribute to Continual Service Improvement (CSI) initiatives and service roadmaps.
- Work closely with Service Delivery and Account Management teams to ensure recommendations translate into measurable improvements.
- Client Engagement & Technical Authority
- Act as a technical escalation point for customers during critical incidents and complex investigations.
- Attend client meetings remotely or on-site where technical expertise is required.
• Support Account Managers and Service Delivery Managers with
- Technical service reviews
- Proposal validation and solution assurance
- Service transition and early-life support
- Communicate complex technical issues clearly to both technical and non-technical stakeholders.
- Technical Mentoring & Knowledge Leadership
- Act as a mentor and role model for 1st and 2nd Line Engineers.
- Coach engineers on troubleshooting techniques and diagnostic thinking.
• Deliver internal knowledge-sharing sessions covering
- Recurring issues and lessons learned
- New technologies and platform changes
- Best-practice operational approaches
- Help raise the overall technical capability and confidence of the service desk.
- Documentation, Standards & Process Improvement
• Create, review and improve
- Technical procedures and runbooks
- Known error records and troubleshooting guides
- Service and platform documentation
- Ensure documentation remains current as environments evolve.
- Contribute to ongoing improvements in tooling, standards, and operational processes.
- Support project handovers and service transitions to ensure operational readiness.
Qualifications, Skills & Experience
Essential Experience
- Proven experience operating as a Senior Engineer or 3rd Line Engineer within a Managed Services environment.
• Strong experience with Microsoft technologies including
- Microsoft 365 (Exchange, Teams, Share Point, Entra ID, Intune)
- Windows Server
- Active Directory
- Azure (core services, identity, and networking fundamentals)
• Solid understanding of
- Endpoint and device management
- DNS, DHCP, TCP/IP and VPN technologies
- Security principles and best practices
- Experience working with ITSM platforms and ITIL-aligned processes.
- Fluent spoken English with excellent written communication skills, including technical documentation.
About You
- Professional and calm under pressure.
- Positive and proactive attitude.
- Comfortable owning complex issues through investigation, resolution and prevention.
- Strong problem-solving and analytical skills.
- Confident engaging with customers and stakeholders.
- Passionate about innovation and service improvement.
- Excellent verbal and written communication skills.
- Patient, approachable and supportive of colleagues' development.
- Methodical with strong attention to detail.
- High sense of urgency, accountability and ownership.
- 3rd Line Support Engineer, MSP, M365, Azure, AVD, Security
3rd Line Support Engineer, MSP, M365, Azure, AVD, Security in London employer: McGregor Boyall
Join a leading global Investment Management firm in London, where you will thrive in a dynamic hybrid work environment that fosters collaboration and innovation. With a strong focus on employee growth, the company offers competitive salaries, generous bonuses, and comprehensive benefits, alongside opportunities to take ownership of impactful regulatory initiatives. Experience a supportive work culture that values strong stakeholder relationships and encourages professional development, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer, MSP, M365, Azure, AVD, Security in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what McGregor Boyall values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges McGregor Boyall might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at McGregor Boyall!
✨Direct Apply to McGregor Boyall
Let's not forget to apply directly through the McGregor Boyall website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 3rd Line Support Engineer, MSP, M365, Azure, AVD, Security in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at McGregor Boyall.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at McGregor Boyall. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at McGregor Boyall
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
