- Location: Walsall (Primarily office-based with local client site travel)
- Salary: Competitive (Dependent on experience) + Benefits + Mileage
- Role Type: Full-time, Permanent
About Us
We are a highly responsive IT Managed Service Provider (MSP) based in Walsall, delivering enterprise-grade cloud and infrastructure solutions to businesses across the West Midlands. We offer a varied, hands-on role where you escape the rigid, siloed corporate helpdesk environment. If you want true technical variety spanning modern cloud transformation and physical server room deployments this is your next step.
The Role
When the easy tickets have been cleared, who does the helpdesk turn to?
We're looking for an experienced 3rd Line Technician who enjoys getting to the root of the problems others can't quite crack. Someone who combines strong technical know-how with good judgement, clear communication and genuine ownership of the issues in front of them.
As our Senior 3rd Line Engineer, you will act as the definitive technical escalation point for our engineering team and clients. You will split your time between solving high-level infrastructure problems from our Walsall office and heading out to client sites to lead infrastructure projects, migrations, and critical disaster recovery.
If you're an experienced MSP technician who enjoys variety, autonomy and making a real technical difference, we'd love to hear from you.
Key Responsibilities:
- Top-Tier Escalation: Act as the final line of defence for complex technical issues escalated by the service desk.
- Product/ Service Managed IT Support, Microsoft 365, Endpoint Security & Cyber Security, Backup, VoIP, Network Infrastructure.
- Project Delivery: Scope, plan, and deploy infrastructure projects, including on-prem to cloud migrations and hardware refreshes.
- Cloud & Modern Workplace: Standardise and secure client environments using Microsoft Intune, Azure (Entra ID), and the full M365 stack.
- Hybrid Systems: Maintain and optimize on-premise physical servers, Hyper-V/VMware environments, and local networking blocks.
- Mentorship: Provide technical leadership and guidance to help upskill 1st and 2nd line engineers.
What We Are Looking For:
- At least 5 years' experience in a senior 3rd Line technical support role, ideally within an MSP or multi-client environment.
- Strong experience within a 3rd Line Support role in an MSP environment.
- Deep knowledge of Windows Server, Active Directory, Microsoft 365, Microsoft Intune and Azure cloud infrastructure
- Strong networking knowledge including DNS, DHCP, VPNs and firewalls.
- Experience with endpoint security tooling (e.g. Huntress, Datto, Sentinal 1, Black Point or similar MDR/EDR platforms) is a strong advantage.
- Experience supporting VoIP telephony systems is a plus.
- Excellent customer communication and stakeholder management skills.
- A structured, evidence-based approach to troubleshooting and documentation.
- A full UK driving license and access to a vehicle for local site visits.
- Must be eligible and willing to undergo a standard/enhanced DBS check.
Why Join Us?
- Ditch the Birmingham Commute: Save thousands of pounds and hours every year on train fares, parking, and Clean Air Zone charges by working locally in the Black Country.
- Free Secure Parking
- True Technical Autonomy: You won't just be pushing tickets; you will be architecting systems, handling hardware, and building real client relationships.
- Company Pension
- 32 Days Holiday including bank holidays
- Ongoing training and certification support.
- Exposure to modern security and infrastructure technologies.
- A collaborative team where your ideas and expertise are valued.
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