Senior IT Support Engineer – 3rd Line

Senior IT Support Engineer – 3rd Line

Location: Curdworth, Birmingham
Job Type: Full-time, Permanent
Working Arrangement: Office-based

We are looking for an experienced Senior IT Support Engineer – 3rd Line to join our established IT support team based in Curdworth, Birmingham.

This is a senior hands-on technical role for somebody who is comfortable taking ownership of complex support issues, working directly with clients and helping to lead and develop our 2nd line support team.

For the right person, this role offers the opportunity to become a key technical figure within the business.

The Role

You will act as a senior escalation point for the helpdesk, taking responsibility for more complex technical issues while providing guidance and support to other engineers.

Alongside your own technical workload, we would like you to help drive good standards across the support team, assist with prioritising escalations and support the development of our 2nd line engineers.

This is not a role where you will simply sit behind a ticket queue. You will need to be comfortable speaking directly with clients, understanding their issues and taking ownership through to resolution.

Key Responsibilities

• Act as a senior escalation point for 1st and 2nd line engineers
• Diagnose and resolve complex 3rd line support issues
• Provide technical guidance and mentoring to 2nd line support staff
• Help maintain high technical and customer service standards across the helpdesk
• Take ownership of escalated client issues through to resolution
• Support Microsoft 365 and Azure environments
• Troubleshoot Windows Server and infrastructure issues
• Support networking, firewalls, switches, Wi-Fi and connectivity
• Use NinjaOne as part of the day-to-day support and management of client environments
• Assist with technical projects, migrations and infrastructure upgrades
• Identify recurring technical issues and recommend improvements
• Maintain clear and accurate technical documentation
• Work directly with clients when senior technical input is required
• Work collaboratively with the wider technical and management team

What We Are Looking For

We are looking for somebody with strong hands-on technical experience who is also comfortable taking responsibility.

Ideally, you will have experience across:

• 3rd line IT support
• Microsoft 365 administration
• Microsoft Azure
• Windows Server
• Active Directory and Entra ID
• Networking and troubleshooting
• Firewalls, switches and wireless networks
• Virtualisation
• Backup and disaster recovery
• Endpoint security
• NinjaOne or a similar RMM / IT support management platform
• IT infrastructure projects

Previous experience within an MSP or IT support provider would be highly advantageous, although we would also consider somebody from a strong internal IT environment with the right breadth of experience.

Leadership

This is primarily a technical position, but we are particularly interested in candidates who are comfortable helping to lead and develop other engineers.

You do not necessarily need to have previously held a formal management title.

What matters more is that you are somebody who naturally takes responsibility, helps colleagues, communicates well and can become a trusted senior technical presence within the team.

There is scope for the responsibilities of the position to develop further for the right individual.

The Person

You are likely to be:

• Technically strong and naturally inquisitive
• Calm when dealing with difficult or complex issues
• Comfortable making technical decisions
• Confident communicating with clients
• Willing to share your knowledge with other engineers
• Organised and able to manage competing priorities
• Somebody who takes ownership rather than simply passing problems on
• Comfortable working as part of a small, established team

Location

This is an office-based position in Curdworth, Birmingham, so applicants should live within a sensible commuting distance of the office.

Why Join Us?

You will be joining an established IT support business with a long-standing client base and the opportunity to make a genuine impact on how the technical support function develops.

For somebody who wants to remain technically hands-on while gradually taking more responsibility for a support team, this could be an excellent next step.

If you are an experienced 3rd Line Engineer looking for more responsibility and the opportunity to become a senior technical figure within a growing support team, we would like to hear from you.

Pay: £40,000.00-£50,000.00 per year

Work Location: In person