Work within a flexible hybrid model.
Attractive salary package available.
Make a genuine impact as a highly valued senior technical escalation point.
Level 3 Service Desk Engineer | Permanent Position
Your New Company
Join a well‑established Managed Service Provider (MSP) that delivers high‑quality IT services to small and medium‑sized businesses. The organisation is known for its strong team culture, continuous learning mindset, and commitment to providing exceptional support to its clients. You'll be part of a collaborative environment that values growth, technical excellence, and long‑term professional development.
Your New Role
As a Level 3 Escalations Engineer, you will be the senior technical escalation point for complex incidents that cannot be resolved by Level 1 or Level 2 teams.
This role offers exposure to a wide variety of technologies typical of MSP environments, without requiring you to manage full project delivery. Your focus will be on delivering high‑quality BAU support, improving internal processes, and helping uplift the skills of the broader engineering team.
Key Responsibilities
Resolve high‑complexity escalated issues across multiple client environments
Provide guidance, mentoring, and technical direction to Level 1 & 2 engineers
Document fixes, patterns, and recommendations to support ongoing improvement
Contribute to technical standards and process enhancements
Communicate clearly and professionally with both technical and non‑technical client users
Attend onsite visits when necessary to support client requirements
What You'll Need to Succeed
Technical Skills & Experience
Advanced troubleshooting in Windows Server, Active Directory, Group Policy, and DNS
Strong infrastructure support skills including Hyper‑V, VMware, networking, and firewalls
Solid understanding of Microsoft 365 technologies (Exchange Online, SharePoint, OneDrive)
Experience with Azure AD, Intune, identity management, and cloud administration
Proven ability to independently resolve complex technical escalations
Previous MSP experience is essential
Demonstrated experience delivering Level 3 BAU support
What You'll Get in Return
Opportunity to work with a wide range of modern technologies across diverse client environments
Good Salary package up to $140k for the right candidate.
Enjoy the flexibility of a hybrid working environment.
Supportive, growth‑focused team culture
Ownership of complex technical escalations
Clear opportunities for ongoing learning and professional development
The chance to make a meaningful impact as a senior technical resource
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.