Are you an experienced 3rd Line IT Engineer with a background in an MSP environment, looking to take the next step in your technical career?
Join a collaborative team of nine where you’ll have the opportunity to deepen your expertise and work on complex infrastructures.
Key Responsibilities
Advanced Technical Support
Provide Tier 4 escalation support to the Service Desk, diagnosing and resolving complex infrastructure issues
Identify root causes, evaluate solutions, and implement robust, long-term fixes
Ensure issues are fully resolved with no downstream impact
Analyse trends and recurring incidents, implementing preventative measures
Infrastructure & Cloud Management
Monitor, manage, and optimise cloud platforms and customer environments to meet SLAs across capacity, consumption, availability, and performance
Drive improvements in platform reliability, scalability, and security
Deploy and maintain tools that enhance automation, monitoring, and efficiency in a multi-tenant environment
Service & Operational Excellence
Follow best practice processes for incident, problem, and change management
Continuously improve service desk processes, tooling, and knowledge sharing
Contribute to operational efficiency through standardisation and automation
Customer Engagement
Act as a technical escalation point for customers, ensuring a professional and high-quality experience
Build strong relationships through clear communication and technical expertise
Ensure customer satisfaction through timely and effective resolution
Documentation & Reporting
Accurately log and manage incidents within the service management system
Maintain clear documentation of fixes, processes, and time tracking
Team Development & Mentoring
Support and mentor Service Desk Analysts and Engineers
Share knowledge to improve first-time fix rates and team capability
Take ownership of your professional development, including certifications and ongoing learning
Recruitment Process
Telephone interview with the Recruitment Manager
30-minute Microsoft Teams interview with the Hiring Manager
Online Thrive Assessment
Final stage interview in our London Office
Skills, Experience & Qualifications
We’re looking for a technically capable and proactive Infrastructure Engineer with a strong foundation in modern IT environments and customer-facing delivery.
Holds at least one certification in Microsoft Azure, Microsoft 365, or server technologies
Minimum of 3 years’ experience in IT support, including experience within a managed service provider (MSP) environment
Hands-on experience working within an ITIL-aligned service environment
Strong virtualisation experience, including VMware and vSphere, with the ability to build and deploy virtual servers from the ground up in live environments
Experience managing Microsoft Exchange (both Online and on-premises environments)
23 days annual leave plus your birthday off, because your time matters
BUPA Cash Plan to support your health and wellbeing
50 percent flexible working, giving you real balance and autonomy
Work from home allowance to help cover your home office costs
Two paid charity days each year, so you can give back to causes you care about
Fully funded training and professional development to support your long-term career growth
Three company social events per year, designed to connect, celebrate and have fun as a team