3rd Line Service Desk Engineer
3rd Line Support Engineer
£35,000 - £42,000 | Leicester, Leicestershire | Hybrid (1 day from home)
Some engineers enjoy projects.
Others enjoy solving the problems nobody else can.
The issues that have already been through 1st line and 2nd line.
The ones where somebody says:
"Can you take a look at this?"
And somehow, you usually figure it out.
If that sounds familiar, keep reading.
What's in it for you?
- Salary: £35,000 - £42,000
- Hybrid working (typically 1 day from home)
- Join a well-established IT Service Provider
- Work across a broad Microsoft technology stack
- Become a key technical escalation point within the team
- Opportunity to mentor and support other engineers
- Stable, service-focused environment
- Opportunity to progress into project delivery
This is a true 3rd line support role.
Not project delivery.
Not pre-sales.
Not architecture.
You'll be the senior technical escalation point for the service desk team, helping resolve the more complex issues that require deeper investigation and troubleshooting.
Some days that might be Microsoft 365.
Other days it could be Windows Server, virtualisation, networking, cloud services, or a tricky issue that's been bouncing around the service desk for too long.
You'll enjoy getting under the bonnet and finding the root cause.
What you'll be doing
- Acting as the senior escalation point for technical support issues at 3rd line level
- Troubleshooting and resolving complex infrastructure and cloud-related incidents
- Supporting customers across Microsoft technologies and wider infrastructure environments
- Monitoring systems and identifying issues before they become bigger problems
- Working closely with 1st and 2nd line engineers to support successful resolutions
- Mentoring junior team members and sharing technical knowledge
- Maintaining clear documentation and technical records
- Helping ensure customers receive a consistently excellent service
- Strong 3rd line support experience
- Good knowledge of Microsoft technologies including:
- Microsoft 365
- Windows Server
- Active Directory
- Azure
- Exchange
- Virtualisation technologies
- Strong troubleshooting and root-cause analysis skills
- Excellent customer service and communication skills
- A proactive mindset and genuine sense of ownership
- Ideally experience within an MSP or service-led environment
Some people love building new things.
Others love fixing the difficult things.
This role is for the second group.
You'll be trusted with the technical challenges that others can't solve, working within a supportive team where your expertise genuinely makes a difference.
If you're looking for a role where your technical skills are valued and your contribution is visible, this could be a great next step.
Interested?
Send your CV to bob . bath @ mexasolutions . com and let's have a confidential chat.
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