3rd Line Support Engineer

About this role

As a Senior Support Engineer, you’ll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role — you’ll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds. You’ll work across modern on‑prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You’ll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support.

This role is based at our Solihull head office. What You’ll Be Doing Acting as the technical escalation point for 1st and 2nd line engineers Owning and resolving complex incidents and problems through to completion Providing expert support via tickets, telephone, email and remote access Performing in‑depth troubleshooting across infrastructure, cloud and EUC platforms Carrying out root cause analysis and recommending long‑term improvements Managing and prioritising multiple issues while working within SLA commitments Monitoring and responding to alerts generated by remote monitoring tools Maintaining accurate documentation, knowledge articles and customer records Identifying opportunities to reduce recurring incidents and improve service delivery Supporting continuous improvement initiatives across tools, processes and standards Communicating clearly with customers, translating technical detail into business‑friendly language You’ll be an experienced support professional with a strong technical background and the confidence to take ownership of challenging issues.

Essential experience includes: Proven experience in a senior / 3rd line IT support role, ideally within an MSP environment Windows desktop and server operating systems Microsoft 365 administration (Exchange Online, Intune, Entra ID/Azure AD) Server administration (Active Directory, Group Policy, core infrastructure services) Networking fundamentals: TCP/IP, DNS, DHCP, VLANs and VPN technologies Firewalls, switches and general network devices Virtualisation technologies (VMware, Hyper‑V or similar) Microsoft Azure, including virtual desktops (AVD/WVD) Citrix environments Desirable (but not essential): Experience with security tooling or security‑focused troubleshooting Exposure to automation, scripting or infrastructure‑as‑code concepts Mentoring or coaching junior engineers At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one.