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

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

£60,000-£65,000

Arden Resourcing 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.