We are seeking an experienced Level 3 Systems Engineer with strong MSP experience to act as the senior escalation point for complex Microsoft infrastructure issues. You will take ownership of escalations, troubleshoot across diverse customer environments, and drive issues through to resolution while delivering exceptional customer outcomes.
Our Ideal candidate for the role would be:
A Senior Systems Engineer at an MSP supporting about 60+ customer environments and handle the escalations that the L1 and L2 teams can’t solve. Most of the day is Azure, Microsoft 365, Intune, Windows Server, VMware and troubleshooting weird issues and jump on customer calls during critical incidents.
Experience:
- 8 years total infrastructure experience
- 3+ years in an MSP environment
If you are currently working in similar role such as:
- L3 Support Engineer
- Senior Systems Engineer
- Senior Infrastructure Engineer (MSP)
- Technical Services Engineer
- Escalation Engineer
- Managed Services Engineer
Top 5 Must-Have skills:
- MSP Experience – Experience supporting multiple customer environments within a Managed Services Provider (MSP).
- Microsoft Infrastructure – Hands-on experience with Microsoft 365, Azure, Entra ID, Windows Server and endpoint management.
- Troubleshooting – Strong diagnostic and problem-solving skills across cloud, identity, server, networking and virtualization technologies.
- Ownership Mindset – Ability to independently own escalations from investigation through to resolution.
- Communication – Strong customer-facing communication skills with the ability to explain technical concepts clearly.
Roles and responsibilities include:
- Take escalations from our L1 and L2 Engineering teams where deeper technical capability is required.
- Troubleshoot and resolve more complex infrastructure issues across our customer environments.
- Take ownership of technical issues through to resolution rather than simply providing advice back to the lower support tiers.
- Support and maintain predominantly Microsoft-based infrastructure across a portfolio of mid-market customers.
- Work directly with customers where required, particularly during complex incidents or when technical explanation and guidance is needed.
- Contribute to technical documentation, knowledge and improvements where recurring issues or gaps are identified.
- Fulfil project tasks assigned to them.
Why Join?
- High-performing and collaborative technical environment
- Hybrid working flexibility
- Exposure to enterprise-level infrastructure projects
- Strong career progression pathways
- Ongoing professional development and certification support
- National organisation with cutting-edge cyber and managed services capability
Package:
- Competitive salary
- Hybrid work environment
- Professional development support
- Employee benefits and career progression opportunities
Apply Now:
If you’re a hands-on Infrastructure Engineer who enjoys solving complex technical challenges, working directly with clients, and building modern infrastructure environments, we’d love to hear from you. Please click Apply to register your CV.
