Senior Support Engineer

Ready to own service outcomes, not just tickets?

We're a growing managed service provider looking for a Senior Support Engineer who wants more than a break/fix role. This is a hands-on senior position where you'll be the technical backbone of our service team - resolving the complex problems, mentoring the engineers around you, and helping shape how we deliver.

You'll work side by side with our Technical Manager and Service Desk to keep client environments stable, secure and always moving toward best practice. If you take pride in getting to the root of a problem and lifting the standard of everyone around you, we'd love to hear from you.

What you'll be doing

Advanced technical support You'll be the primary escalation point for our Level 1 and 2 engineers, diagnosing and resolving complex infrastructure, cloud and networking issues, and taking ownership of high-priority incidents through to resolution.

Service delivery & client experience You'll deliver responsive, high-quality support aligned to SLAs, communicate with clients in plain language (no jargon dumps), and make sure their environments stay stable, secure and well-documented.

Infrastructure & cloud You'll support and maintain Microsoft 365, Azure and hybrid environments, manage servers, virtualisation platforms and networks, and oversee backup, disaster recovery and security solutions.

Service coordination & SLA management You'll help keep the service team running smoothly - triaging service and project tickets, prioritising and reassigning based on skillset and urgency, monitoring performance against SLA targets, and flagging risks to management early. You'll also make sure support coverage stays aligned to client agreements.

Project delivery Working with our Technical Account Manager, you'll help scope, plan and lead the technical delivery of project work - balancing project and operational workloads so nothing slips.

Continuous improvement & leadership You'll spot recurring issues and drive Problem Management and Root Cause Analysis, develop technical standards, SOPs and documentation, and mentor junior engineers to raise the bar across the service desk.

The tech you'll work with

A modern MSP stack, including:

• Microsoft 365 - Exchange, SharePoint, Teams, Intune

• Azure - IaaS, AD, Entra ID, conditional access

• Windows Server (on-prem & hybrid)

• Networking - firewalls, VPNs, switching (e.g. Meraki, Fortinet)

• Endpoint management & security platforms

• Backup & DR - Datto, Veeam or similar

What you'll bring

• 5+ years in an MSP or IT support environment, with proven experience in a senior engineering role

• Strong troubleshooting across infrastructure, cloud and networking

• Advanced Microsoft 365 and Azure knowledge, plus solid networking fundamentals (routing, switching, firewalls)

• Experience with virtualisation platforms (Hyper-V, VMware) and a strong grasp of cybersecurity best practice

• Excellent communication and client-facing skills, with the ability to juggle competing priorities

• A natural mentor who enjoys supporting and developing others

Nice to have (certifications): Microsoft (MS-100/101, AZ-104/305), networking (CCNA or equivalent), ITIL Foundation.

Why join us?

• A supportive, technically strong team that has your back

• Exposure to a wide range of technologies and clients

• Real influence over standards and how we deliver service

• A clear path to grow into Technical Lead, Project Management or Architecture roles

• Training and certification support, flexible working, and modern tools within a structured service delivery framework

Salary

Competitive salary based on experience.