Job Description:

Senior Technical Support Engineer (3rd Line)
 
Location: Cheltenham (Hybrid Working)
Salary: £38,000 - £42,000
Benefits: Hybrid working, company pension, company events, on-site parking, ongoing training and clear career progression
 
Our client, a well-established IT services provider supporting SMEs across Gloucestershire and the UK, is looking to appoint an experienced Senior Technical Support Engineer to join their growing technical team.
 
This is an excellent opportunity for an experienced 3rd Line Engineer who enjoys solving complex technical challenges and wants to take the next step in their career. You'll act as the senior escalation point for the Service Desk, working on high-level infrastructure issues while mentoring junior engineers and playing a key role in the continued development of the support function.
 
For the right individual, this role offers a genuine pathway into Team Leadership and, ultimately, Service Desk Management as the business continues to grow.
 
What you'll do

• Act as the senior technical escalation point for complex 3rd Line support tickets.
• Troubleshoot and resolve advanced issues across Microsoft server, desktop and cloud environments.
• Support and maintain Microsoft 365, Azure, Active Directory, networking and virtualisation technologies.
• Diagnose and resolve complex networking, firewall and connectivity issues.
• Lead technical investigations, root cause analysis and problem resolution.
• Mentor and support 1st and 2nd Line Engineers, providing technical guidance and knowledge sharing.
• Assist with infrastructure upgrades, migrations and customer projects.
• Maintain high-quality technical documentation and contribute to the internal knowledge base.
• Ensure support tickets are managed effectively, meeting service level agreements and delivering an exceptional customer experience.
• Identify opportunities for service improvement, automation and operational efficiency.

You'll work closely with the wider technical team, customers and senior stakeholders to deliver reliable, secure and proactive IT services across a varied client base.
 
What we're looking for

• Proven experience in a Senior Technical Support Engineer, 3rd Line Engineer or Senior Service Desk role.
• Strong experience supporting Microsoft Windows Server and Desktop environments.
• Excellent knowledge of Microsoft 365, Azure, Active Directory and Group Policy.
• Strong networking knowledge including DNS, DHCP, VPNs, switching and routing.
• Experience supporting firewalls and implementing cybersecurity best practices.
• Knowledge of Hyper-V and/or VMware virtualisation.
• Experience working within a Managed Service Provider (MSP) environment would be highly advantageous.
• Excellent troubleshooting skills with the ability to resolve complex technical issues independently.
• Strong communication skills with the confidence to mentor junior engineers and build trusted relationships with customers.

The ideal candidate is a proactive technical professional who enjoys solving challenging problems, sharing knowledge and taking ownership of critical customer issues. You'll be looking for more than just another support role, you'll be seeking an opportunity to develop into a leadership position within a growing business.
 
Why join?

• £38,000 - £42,000 salary.
• Hybrid working with a healthy work-life balance.
• A genuine career progression path into Team Leadership and future Service Desk Management.
• Work with a broad range of modern Microsoft Cloud and infrastructure technologies.
• Exposure to varied technical projects alongside complex 3rd Line support.
• Ongoing technical training and professional development.
• Supportive, collaborative team culture where your ideas are valued.
• Company pension, regular social events and on-site parking.

Apply now to take the next step in your IT career and become a key technical leader within a growing and ambitious Managed Service Provider.