3rd Line IT Support

We are looking for an experienced 3rd Line IT Support Technician who has proven experience in a senior or 3rd line IT support role, with at least 5 years in technical support and 2+ years at a senior level, ideally within a Managed Service Provider (MSP) environment. You should have advanced knowledge of Microsoft Windows Server platforms and domain infrastructure including Active Directory, Group Policy, DNS, and DHCP. Strong hands-on experience with Microsoft 365 services, including Exchange Online, SharePoint, and Azure AD (Entra ID), is essential, as well as familiarity with Conditional Access, Intune, and Defender for Endpoint. Additionally, proficiency in managing virtualization technologies such as VMware ESXi and Microsoft Hyper-V is required. We expect you to be confident in configuring and maintaining firewalls, with a strong understanding of network security best practices and cybersecurity principles. Experience in implementing and managing backup solutions and disaster recovery plans is also important. You should possess excellent analytical, diagnostic, and problem-solving skills, have the ability to manage escalations independently, and work with minimal supervision. Familiarity with ITSM frameworks, ideally with ITIL Foundation certification or a working knowledge of service management best practices, is preferred. You should also have experience with networking and hardware vendors such as Ubiquiti Unifi, Watchguard, SonicWall, Draytek, Ruckus, TP-Link, and Synology. A Bachelor’s degree in Computer Science, Information Technology, or a related discipline is preferred but not essential.