Senior IT Support Engineer – MSP
Salary: £36,000–£42,000 DOE
Location: Edinburgh and local surrounding areas / Hybrid
We are looking for an experienced Senior IT Support Engineer to join our fast-paced MSP team.
This is a hands-on senior support role for someone who is confident taking ownership of technical issues, working through problems independently and acting as an escalation point for the wider support team.
We are looking for someone who can troubleshoot rather than simply follow a runbook. You won't be expected to know everything, but you will be expected to know how to investigate an issue properly, use the resources available to you, identify root cause and take ownership through to resolution.
You should be comfortable working across multiple client environments, adapting quickly to different technologies and communicating clearly with both colleagues and clients.
Previous MSP experience is essential. You must have a minimum of 3 years' hands-on technical experience within an MSP environment.
Microsoft certifications are desirable, particularly across Microsoft 365 and Azure, but demonstrable hands-on experience is more important.
Essential Technical Experience
You should have strong practical experience across the following:
- Microsoft 365 administration and troubleshooting, including Exchange Online, Entra ID, SharePoint and OneDrive
- Microsoft Intune and endpoint management
- Windows Server administration
- Active Directory and Group Policy
- Networking fundamentals including TCP/IP, DNS and DHCP
- Routers, firewalls, switches, VLANs and VPN troubleshooting
- Virtualised environments using Hyper-V and/or VMware
- Physical and virtual server maintenance
- Backup technologies, including troubleshooting, restores and recovery
- Endpoint and infrastructure security
- General hardware, software and connectivity troubleshooting
- Infrastructure migrations and improvement projects
Experience with the following would be beneficial but is not essential:
- Microsoft Azure infrastructure
- UniFi networking and firewall technologies
- Linux
- AWS
- SAN/NAS technologies
- PowerShell or other scripting/automation
What We Expect From a Senior Engineer
We're looking for someone who can:
- Take ownership of escalated technical issues through to resolution
- Troubleshoot methodically when the answer isn't immediately obvious
- Act as an escalation point for other engineers
- Identify root cause rather than repeatedly treating symptoms
- Work independently without requiring step-by-step instruction
- Know when an issue genuinely needs to be escalated
- Assess the impact and risk of technical changes before implementing them
- Manage multiple priorities within agreed SLAs
- Communicate technical issues clearly to clients and colleagues
- Document technical changes and solutions properly
- Share knowledge and support the development of less experienced engineers
The Role
The role will include a mixture of escalated support, client management and technical improvement work, including:
- Resolving escalated 2nd/3rd line support issues
- Supporting and maintaining assigned client environments
- Administration of Microsoft 365, servers, networks and endpoint environments
- Configuration and maintenance of routers, firewalls, switches and wireless networks
- Server and virtual machine maintenance and deployment
- Supporting Microsoft 365 and infrastructure migrations
- Identifying opportunities to improve client environments
- Ensuring patching, security remediation and maintenance are completed appropriately
- Assisting technical leads with projects and infrastructure changes
- Liaising with third-party suppliers and vendors when required
- Maintaining accurate technical documentation
Candidate Essentials
- Minimum 3 years' hands-on experience working within an MSP
- Demonstrable experience handling escalated 2nd/3rd line technical issues
- Strong troubleshooting and problem-solving ability
- Comfortable taking ownership of issues through to resolution
- Full UK driving licence
- Based in Edinburgh or the surrounding area
- Able to attend client sites when required
Please note: overseas candidates will not be considered for this position.
What We Offer
- £36,000–£42,000 salary depending on experience
- Hybrid working
- Typically 1–2 days per week on client site(s)
- Incentives for achieving relevant professional accreditations
- Educational assistance for courses relevant to your role
- 28 days annual leave
- Your birthday off
How to Apply
Please send your CV along with a covering email outlining your MSP experience and the types of environments you currently support.
We're interested in practical ability, not just job titles or a list of technologies on a CV. If you're an experienced MSP engineer who enjoys solving difficult problems, taking ownership and continuing to develop technically, we'd like to hear from you.
Job Type: Full-time
Pay: £36,000.00-£42,000.00 per year
Benefits:
- Company pension
- Work from home
Experience:
- IT Support: 4 years (preferred)
- IT Support in managed service provider environment: 4 years (preferred)
Willingness to travel:
Work Location: Hybrid remote in Edinburgh EH1
