At a Glance
- Tasks: Own complex technical issues and provide exceptional support to customers.
- Company: Join Nexian, a leading Microsoft-focused Managed Services provider.
- Benefits: Enjoy hybrid working, ongoing training, and career development opportunities.
- Other info: Be part of a team that values your ideas and expertise.
- Why this job: Make a real impact by solving challenging problems in a collaborative environment.
- Qualifications: 5+ years in 3rd Line support with strong Microsoft infrastructure knowledge.
Some Engineers Escalate Problems. Others Own Them. When the easy fixes have been exhausted, who does the team turn to? We're looking for an experienced Senior 3rd Line Engineer who enjoys solving the technical problems others can't. Someone who combines strong Microsoft infrastructure expertise with sound judgement, clear communication and genuine ownership. You'll become the trusted technical counterpart to our Service Delivery Manager, helping resolve complex customer issues, supporting the wider engineering team and ensuring our customers receive an exceptional managed service. If you're an experienced MSP engineer who enjoys variety, autonomy and making a real technical impact, we'd love to hear from you.
The Role at a Glance
- Aston Cross, Birmingham – Office Based Initially (3–6 Months) | Hybrid Working (3 Days Office / 2 Days Home)
- £40,000 - £50,000 DOE + Excellent Benefits
- Permanent | Full Time
- Reporting to: Service Delivery Manager
- Product / Service: Managed IT Services | Microsoft Cloud | Cyber Security | Digital Transformation
Your Background / Skills:
- MSP, 3rd Line Support, Microsoft 365, Windows Server, Active Directory, Entra ID, Intune, Microsoft Defender, Networking, HaloPSA
Experience:
- At least five years’ experience in a senior 2nd Line or 3rd Line technical support role, ideally in an MSP or multi-customer environment.
The Opportunity
This role bridges the gap between our Service Desk and Senior Architect. You'll take ownership of the most technically challenging support issues, using your experience to investigate thoroughly, make informed decisions and resolve problems wherever possible before specialist architectural support is required. Alongside hands-on technical work, you'll mentor engineers, improve technical standards and work closely with the Service Delivery Manager to continually strengthen our Managed Services operation.
What You'll Be Doing
- Take ownership of complex 3rd Line incidents and service requests from investigation through to resolution.
- Support Windows Server, Active Directory, Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, Intune and Microsoft Defender environments.
- Troubleshoot networking, virtualisation, backup and infrastructure issues across multiple customer environments.
- Act as the senior escalation point for Service Desk engineers while mentoring and supporting their technical development.
- Work closely with the Service Delivery Manager to improve service quality, technical standards and customer outcomes.
- Produce clear technical documentation, contribute to knowledge sharing and support continuous service improvement.
About You
You’ll already have built significant technical support experience, ideally within a Managed Service Provider or multi-customer environment, and be comfortable operating as the senior technical escalation point when complex issues arise. You’re comfortable dealing with ambiguity, methodical in your troubleshooting and confident making technical decisions without immediately escalating every difficult issue.
You’ll likely bring:
- At least 5 years’ experience within a senior 2nd Line or 3rd Line technical support role, ideally within an MSP or multi-customer environment.
- Strong experience within a 3rd Line Support role in an MSP environment.
- Excellent Microsoft infrastructure knowledge including Windows Server, Active Directory and Microsoft 365.
- Experience supporting Entra ID, Intune and Microsoft Defender.
- Strong networking knowledge including DNS, DHCP, VPNs and firewalls.
- Experience supporting VMware, Hyper-V or similar virtualisation platforms.
- Experience using HaloPSA or another PSA platform.
- Excellent customer communication and stakeholder management skills.
- A structured, evidence-based approach to troubleshooting and documentation.
What This Role Isn't
This isn't a Project Engineer role or an Azure Architect position. We're looking for someone with broad Microsoft infrastructure experience who enjoys operational support, technical ownership and solving complex customer issues. A key part of the role is knowing when to resolve an issue yourself and when specialist architectural input is genuinely needed.
Why Join Nexian?
You’ll join a growing Microsoft-focused Managed Services business where your technical expertise will genuinely influence how support is delivered. You’ll enjoy:
- Hybrid working following successful onboarding.
- Company pension.
- Ongoing Microsoft training and certification support.
- Career development opportunities.
- Exposure to modern Microsoft technologies.
- A collaborative team where your ideas and expertise are valued.
Your Experience May Include
- Senior 3rd Line Engineer, 3rd Line Support Engineer, Senior Infrastructure Engineer, Microsoft Support Engineer, Senior Systems Engineer, MSP Engineer, Infrastructure Support Engineer, Technical Support Engineer, Microsoft 365 Engineer, Cloud Support Engineer or Senior IT Engineer.
Apply Now
If you’re looking for a role where technical ownership, customer impact and continuous improvement are valued as highly as technical expertise, we’d love to hear from you. Bring your Microsoft infrastructure experience, your MSP background and your passion for solving complex technical problems, and help us continue delivering exceptional Managed Services.
Senior 3rd Line IT Support Engineer - Good Energy MS Cloud MSP employer: RecruitmentRevolution.com
Liftec Express is an exceptional employer, offering a dynamic work environment in Dartford where innovation meets opportunity. With a strong focus on employee development, we provide comprehensive training and clear pathways for career progression, alongside a competitive salary and benefits package. Join us to be part of a collaborative team that values leadership and communication, ensuring your contributions are recognised and rewarded.
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We think this is how you could land Senior 3rd Line IT Support Engineer - Good Energy MS Cloud MSP
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We think you need these skills to ace Senior 3rd Line IT Support Engineer - Good Energy MS Cloud MSP
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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 RecruitmentRevolution.com.
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Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at RecruitmentRevolution.com. 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.
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How to prepare for a job interview at RecruitmentRevolution.com
✨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.
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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.
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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.
