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