Senior Technical Support Engineer (3rd/4th Line) - Birmingham/Hybrid

Senior Technical Support Engineer (3rd/4th Line) - Birmingham/Hybrid

£50,000-£60,000

Arden is recruiting on behalf of a well-established MSP organisation for an experienced Senior Technical Support Engineer to join their growing technical team. This is a senior technical position focused on resolving complex infrastructure issues, supporting advanced IT environments, and contributing to solution design and pre-sales activities. Acting as a senior escalation point across both Support and Projects, you'll work closely with technical leadership to deliver robust solutions while driving automation, innovation and continual service improvement.

Essential Skills & Experience

• Proven experience in a senior 3rd/4th Line Infrastructure Support role.
• Strong troubleshooting skills across enterprise infrastructure technologies.
• Linux (Ubuntu)/VMware - healthy knowledge of
• Windows Server
• Citrix
• Microsoft 365 & Entra ID
• Apache, NGINX and/or IIS
• DNS, networking and load balancing
• Backup & Disaster Recovery
• SonicWall or similar firewall technologies
• Experience using PowerShell for administration and automation.
• Exposure to AI and automation tools to improve operational efficiency.
• Excellent communication skills with the ability to engage confidently with technical and non-technical stakeholders.

Desirable Experience

• MSP background.
• Pre-sales, solution design and technical scoping.
• RFP/RFT responses and quotation design.
• Cloud migration projects, including Microsoft 365 and SharePoint.
• AI-driven service improvements using tools such as Microsoft Copilot or Power Automate.
• Relevant Microsoft, VMware, Citrix or SonicWall certifications.

Client Engagement

• Deliver high-quality technical support across a varied client base.
• Participate in technical meetings and provide expert guidance to both technical and non-technical stakeholders.
• Support service delivery by maintaining high levels of customer satisfaction and SLA performance.
• Undertake occasional onsite visits where required.

Continuous Improvement

• Identify recurring issues and implement long-term solutions.
• Drive improvements through automation, AI and process optimisation.
• Contribute to technical documentation, standards and knowledge sharing.
• Mentor junior engineers and promote best practice across the team.

This is an excellent opportunity for a senior infrastructure support professional looking to work across a diverse range of technologies while playing a key role in technical leadership, solution delivery and continuous improvement.