3rd Line Support Engineer

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