Job Description

We are seeking a highly skilled and customer focused Third Line Support Analyst to join our dynamic IT support team within a Managed Service Provider (MSP) environment.

You will be responsible for resolving complex technical issues escalated from 1st and 2nd line support, delivering high-quality solutions across a diverse client base, and contributing to the continuous improvement of our service delivery.

The ideal candidate will have strong problem-solving abilities, deep technical knowledge across a broad range of systems, and the ability to work effectively under pressure.

Key Responsibilities:

Act as a final escalation point for 1st and 2nd line, while providing technical mentoring to junior engineers Troubleshoot and resolve complex technical issues in Windows Server, Active Directory, Microsoft 365, Azure, networking, and virtualization environments. Deliver infrastructure upgrades, patching, migrations, and project-based work for multiple clients. Collaborate with internal teams and vendors to resolve hardware/software issues. Document resolutions, knowledge articles, and client environments in the service management system. Ensure SLAs and KPIs are met or exceeded
Essential Skills & Experience:

Minimum 3 years' experience in a similar third line support or senior IT support role within an MSP environment Along with our Service Manager and Head of Technology you will have the ability to technically lead, implement and deliver projects for our clients. Microsoft 365 (Exchange, SharePoint, Intune, Conditional Access, EntraID and Security) Microsoft Azure (SaaS, IaaS, Migration. Full & Hybrid) Experience implementing and managing virtualization technologies such as VMware and Hyper-V. Experience managing and troubleshooting firewalls and other security appliances Networking (Cisco, SonicWall, HP) Disaster Recovery & Online Backup Mail DNS (MX, DMARC, DKIM, SPF) Document technical procedures, configurations, and project plans. Project experience (migrations, cloud deployments) Excellent written and verbal communication skills with a strong customer service focus Relevant certifications (Microsoft, CCNA, CompTIA Security, ITIL) are a plus
Please note, the majority of work will be done remotely. You may occasionally be required to be onsite at one of our customers' offices in central London. Reasonable travel costs will be reimbursed.

Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: 50,000.00-60,000.00 per year

Benefits:

Work from home
Work Location: Hybrid remote in London EC2A 2AL