3rd Line IT Support Engineer

Overview

In this role you will lead complex IT projects and serve as a senior escalation point within an MSP. You will work closely with senior leadership to guide strategic technical initiatives and shape customer roadmaps. You’ll stay hands-on while developing others and influencing technical operations across diverse environments. This opportunity offers a clear path into technical leadership within a collaborative, customer-focused team.

Pay / Benefits

• salary aligned with experience
• opportunity to progress into technical leadership
• influence over technical processes and technology adoption
• exposure to strategic customer projects
• support for certifications and professional development
• varied technical environment and collaborative culture

Responsibilities

• Own and deliver technically demanding projects from planning to delivery
• Collaborate with senior leadership on strategic technical initiatives
• Act as the senior technical contact for key customers
• Lead technical reviews and help shape technology roadmaps and infrastructure strategies
• Handle advanced escalations requiring deep troubleshooting
• mentor and develop junior engineers
• Contribute to technical procedures, processes and systems
• Create and maintain high-quality technical documentation
• Evaluate and adopt new technologies and solutions where valuable
• Work across varied tech stacks and customer bases, with occasional onsite support

Key requirements

• Senior technical level with MSP or managed IT experience
• Tier 3 / 3rd Line or senior IT engineering experience
• Strong troubleshooting and problem-solving across complex IT environments
• Experience leading technical projects from planning to delivery
• Confidence communicating with customers at senior technical level
• Experience mentoring or supporting junior engineers
• Proactive in improving technical processes and ways of working
• Strong documentation and communication skills
• Interest in emerging technologies and ongoing skill development
• Ability to work independently and in a close-knit team

• strong communication
• mentoring and coaching
• proactive process improvement
• Tier 3 / 3rd Line experience
• complex troubleshooting across IT environments
• project leadership

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