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

1. Telephone interview with the Recruitment Manager
2. 30-minute Microsoft Teams interview with the Hiring Manager
3. Online Thrive Assessment
4. Final stage interview in our London Office

Requirements

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)

Benefits

• 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