3rd Line Engineer

You’re the engineer the rest of the desk comes to when a ticket stops making sense. You enjoy the tricky stuff: the intermittent VPN drop, the Entra sync that won’t behave, the Hyper-V host that’s fine until it isn’t. You’d rather find the root cause than keep closing the same ticket every week.

This role is built around that.

A growing Leeds-based MSP supporting SMBs across the UK needs a 3rd Line Engineer to be the senior technical authority on its service desk. You’ll take the escalations 1st and 2nd line can’t crack, work across a wide range of client environments, and get ahead of problems before they turn into tickets.

What you’ll be doing

• Reactive: Being the final escalation point for the service desk. You’ll own complex incidents across Microsoft 365, Windows Server, Hyper-V/VMware, Azure and networking, and see them through to resolution within SLA while keeping clients informed.

• Proactive: Running patching, monitoring and health checks across the client base. You’ll spot weak points early and fix them properly.

• Problem management: Running root cause analysis on recurring issues and putting permanent fixes in place, so ticket volumes actually go down.

• Raising the bar: Mentoring 1st and 2nd line engineers, writing knowledge-base articles and keeping client documentation, diagrams and as-built records current.

• Projects (as you settle in): Over time, getting involved in migrations, upgrades and new client onboarding. Support comes first.

What you’ll bring

• Experience in a 3rd line or senior escalation role, ideally in an MSP or other multi-client environment

• Strong Microsoft 365 knowledge: Exchange Online, SharePoint, Teams, Entra ID, security and compliance, and licensing

• Hands-on Windows Server and virtualisation experience (Hyper-V and/or VMware)

• Practical Azure administration: VMs, networking, identity and backup

• Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs, routing/switching, wired and wireless

• A structured, methodical approach to troubleshooting, and the ability to explain it clearly to non-technical clients

Nice to have

• Microsoft certifications (AZ-104, M365, Windows Server), CCNA/Network+ or vendor firewall experience

• RMM/PSA tooling: ConnectWise, Datto, NinjaOne, Autotask, Halo

• Intune, EDR and patch management

• Veeam, Acronis or Datto backup and DR

• PowerShell scripting and automation

• Exposure to telephony/UCaaS

What’s on offer

• £40,000 – £45,000 depending on experience

• Funded training and certification pathways

• One week in the office, one week at home, on rotation

• Pension, holiday allowance and further company benefits

• Broad and varied client environments on modern technology

A full UK driving licence is useful for occasional client site visits.