Job Description

Location

: Office based

Type:

Full-Time

Working Hours:

Monday to Friday 42.5 hours including lunch break

Annual Leave Entitlement:

20 days holiday (rising to 25) + Bank Holidays

About One2Call - Your Managed Technology Provider

One2Call Ltd is an independently owned

Managed Service Provider (MSP)

based in Sheffield, South Yorkshire.




For over 20 years we've helped businesses simplify and secure their technology, providing IT, cyber security, cloud, connectivity, voice and smart-building solutions.




We're known for being

friendly, local, honest, and easy to work with

, while operating to enterprise standards.




Having grown organically through reputation and referral, our next goal is to

double in size to 50 staff and reach 10m turnover

, driven by continual improvement, technical excellence, and trusted client partnerships.





We pride ourselves on being friendly, local, honest, and easy to work with--always putting people first. We're growing and evolving fast, and we want people on our team who are ready to grow with us.

The Role

We're looking for a

3rd Line Service Delivery Engineer

to lead the delivery of cloud, infrastructure, and security enhancement projects for our managed customers.




You'll design, implement, and improve solutions that drive measurable improvement in performance, reliability, and security.




This role complements our

3rd Line Service Desk Engineer

position.




While the Service Desk focuses on reactive support and continuous improvement, the

Service Delivery Engineer

is responsible for

planned technical change, project implementation, and infrastructure optimisation

.

Key Responsibilities

Deliver and Implement Solutions

Design, configure, and deploy IT systems and services based on customer needs or TAM recommendations. Lead migrations and implementations, ensuring efficiency, minimal disruption, and clear communication throughout. Typical projects include: +

Microsoft 365 and Azure migrations

(on-prem to cloud)
+

AVD (Azure Virtual Desktop)

deployments
+

Intune configuration

and

Out-of-Box Device (OOBD)

setup
+

Application packaging and management via Intune

+

DLP (Data Loss Prevention)

and

Zero Trust / ZTNA

rollouts
+

Azure FinOps

(cost and resource optimisation)
+

XDR and endpoint protection deployments

+

AI and automation tool implementations

Enhance Customer Environments

Work with the TAM process to identify and implement improvements that strengthen customer infrastructure. Leverage data and recommendations from the

Bitdefender SOC

and other security platforms to improve posture, performance, and compliance. Blend SOC-derived hardening rules into customer improvement plans, helping demonstrate measurable progress and risk reduction.

Collaborate and Mentor

Work closely with the Service Desk, Account Management, and Project teams to ensure technical consistency and effective handovers. Share expertise and assist in documenting processes and standard builds for repeatable success.

What You'll Bring

Essential Qualifications and Experience

Proven experience as a 3rd Line or Service Delivery Engineer within an MSP environment. Strong background in

networking technologies

: TCP/IP, routing/switching, VLANs, VPNs, DNS, DHCP. Experience configuring and supporting

firewalls and security appliances

(e.g. Meraki, Barracuda, Cisco, MikroTik, Fortinet, Sophos, WatchGuard). Expert knowledge of

Microsoft Windows Server

,

Microsoft 365

,

Exchange Online

, and

Azure (AAD, SaaS, IaaS, PaaS)

. Experience delivering technical projects and migrations end-to-end. Familiarity with MSP toolsets such as

Autotask, ConnectWise, IT Glue, Intune, Bitdefender, Barracuda, Duo

, and the

Azure Management Portal

. Strong understanding of

cyber security fundamentals

, with the ability to leverage SOC insights and hardening recommendations (not to deliver SOC services directly). Excellent communication, documentation, and customer-facing skills.

Desirable Skills

PowerShell or automation scripting. Experience conducting or contributing to TAM-style reviews and presenting technical recommendations. Knowledge of Linux systems or hybrid infrastructure environments.

Our RISE-UP Values

We believe great people build great companies. Our team lives by our RISE-UP values:


Responsibility - We own our work, our actions, and the outcomes.

Integrity & Trust - We do what's right, even when no one is watching.

Service Excellence - We go the extra mile to deliver the best for our customers.

Effort = Results - We believe hard work, structure, and persistence bring results.

Understanding & Empathy - We listen, understand, and care for our customers and each other.

Progress & Growth - We're always learning, always improving.




If you live these values too, you'll thrive at One2Call.

Benefits

Work Fitness scheme

Private Healthcare

Internal Gym

Team Building Events

Free On-site Parking

Company Pension

Why Join One2Call

This is more than a technical delivery role, it's an opportunity to become a

trusted advisor

, helping customers modernise their infrastructure and improve security, stability, and efficiency.




As a

3rd Line Service Delivery Engineer

, you will:


Lead diverse and challenging projects across modern Microsoft, cloud, and security platforms. Directly influence customer improvement outcomes through the TAM process. Work with a leadership team that values innovation, collaboration, and continual learning. * Play a vital part in helping One2Call evolve into a

best-in-class Managed Service Partner

.