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