3rd Line Engineer- Cloud

Reporting to: Dedicated Service Desk Team Leader

Location: Birmingham (primary), with options for Shoreham by Sea or Exeter

Working Pattern: Hybrid, with periodic travel to Birmingham expected

(Internal Job Level: Specialist)

Salary- £40-45k

Requirements

At Focus Group, we're passionate about helping businesses stay connected, secure and productive through market-leading technology solutions. With continued growth, ambitious plans and a people-first culture, we've built an environment where talented technical professionals can develop their careers, expand their expertise and make a genuine impact.

We're looking for an experienced 3rd Line Support Engineer with strong Azure and Microsoft 365 expertise to become a key technical specialist within our Managed Services team.

As a 3rd Line Support Engineer, you'll take ownership of complex Microsoft 365 and Azure incidents and requests while acting as a senior technical escalation point for the wider service desk.

Working closely with customers, internal engineers, project teams and Microsoft, you'll play a crucial role in maintaining, improving and evolving customer environments.

Key responsibilities include:

• Managing complex Microsoft 365 and Azure support cases from start to resolution
• Acting as a technical escalation point for 2nd Line Engineers
• Troubleshooting and resolving Azure infrastructure issues
• Supporting hybrid identity environments including Active Directory, Entra ID, AD Connect, MFA and Conditional Access
• Managing complex Exchange Online, SharePoint Online, Teams and Intune issues
• Automating tasks and improving efficiency using PowerShell
• Investigating recurring issues and identifying permanent solutions
• Supporting project transitions into BAU support
• Managing escalations with Microsoft support
• Mentoring and developing junior engineers
• Contributing to continuous service improvement and technical best practice

What We're Looking For

Essential Skills

• Strong Azure infrastructure experience
• Advanced Microsoft 365 administration experience
• Exchange Online, SharePoint Online, Teams and Intune expertise
• Active Directory and Entra ID knowledge
• Hybrid identity and Conditional Access experience
• PowerShell scripting skills
• Azure Administrator certification or equivalent experience

Desirable Skills

• Azure Solutions Architect certification
• Microsoft Defender, Sentinel or Purview
• Power Automate or Logic Apps
• Azure Backup, Azure Site Recovery or Veeam
• ITIL Foundation
• Windows Server and on-premises infrastructure support

Benefits

Focus Group is a £300m-revenue, 1,300-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we're scaling rapidly and investing in our people and technology to serve our 30,000 customers better every day. As we grow our portfolio and raise the bar on managed service excellence, we're looking for people who want to be part of something that's genuinely going places.