3rd Line Support Engineer

**About the Job:** We are seeking a highly capable and customer\-focused Level 3 Engineer to join our Service Team in providing effective remote and telephone\-based technical support to our customers. You’ll be a key escalation point for technical issues, contribute to project deployments to ensure the smooth transition into BAU, and be a key thought leader on how we can enhance the service we offer to clients. This is a hands\-on role ideal for someone who thrives in a fast\-paced, multi\-client environment utilising skills across the Microsoft and Azure stacks, with a solid background in networking and security. Your initiative will be crucial in shaping the Service Delivery Team and providing technical guidance to other engineers on the team. This role is to support one of our US Clients and the hours will be in line with US working hours. The role is fully remote. **Role Requirements:*** Strong communication skills and confidence dealing directly with clients and third\-party vendors – providing: clear, professional communication throughout the support process; challenge where appropriate. * At least 2 years’ experience as a level 3 support engineer \- ideally within a Managed Service Provider or similar multi\-client environment \- resolving technical issues escalated from Level 1 and 2 engineers. * Experience monitoring and solving live issues, including possible out of hours work on a support rota, to ensure system reliability and availability. * Experience supporting project delivery into BAU, including migrations, new infrastructure deployments, and cloud transitions. * Advanced skills with Microsoft technologies including Microsoft 365, Azure AD, Entra, InTune, Windows Server, Active Directory, and PowerShell. * Experienced in network implementation and configuration including Fortinet and Cisco Firewalls, Switching and Wireless Access Points. Should understand expert level concepts including routing, firewall rules, secure configuration and VLAN management. * Experience using a ticket management system (such as ConnectWise). **Essential criteria:*** Microsoft Certifications: AZ\-104, MS\-100, MS\-101, or legacy MCSA/MCSE. * Microsoft 365 Administrator Expert. * CompTIA Network\+ or Security\+. * Cisco CCNA. * Experience of using a helpdesk/ticketing system (such as ConnectWise). * Product related certifications (VMWare, Citrix, Hyper\-V, SCCM, Azure, etc). * Experience of owning and managing services at a third line level, improvement plans, and developing services beyond just fixing issues. * Solid understanding of core networking concepts including VLANs, DNS, DHCP, VPNs, and firewall management. * Knowledge of ITIL practices (or similar frameworks) and service management. **Non\-Technical:*** Strong problem\-solving skills and a proactive mindset with the ability to translate technical concepts for non\-technical audiences. * A commitment to continuous learning, and adaptability to stay updated with relevant technologies and...