3rd Line Support Engineer

3rd Line Support Engineer

Join METCLOUD – Securing the Future of Sovereign Cloud and AI. METCLOUD is an award-winning Cloud Security Service Provider at the forefront of the UK’s rapidly evolving digital landscape, recognised as a key driver of UK data sovereignty. As organisations increasingly adopt cloud, AI, and Generative AI technologies, the need for secure, compliant, and sovereign platforms is growing, and METCLOUD is leading the way. With sovereign cloud, AI, and cybersecurity adoption projected to grow significantly over the next decade, this is a great opportunity to join a company at the intersection of cloud security, artificial intelligence, and national digital resilience. We are not only enabling innovation but also securing it. METCLOUD specialises in sovereign, private, and public cloud security, delivering innovative, tailored services that seamlessly align with our clients’ operational, regulatory, and security requirements. We leverage cutting-edge cybersecurity technologies, alongside AI and Generative AI capabilities, to enhance threat detection, automate security operations, and protect sensitive workloads, including AI-driven applications and data pipelines, across complex cloud environments. Headquartered in Birmingham, METCLOUD aims to build a globally recognised brand known for trusted, secure cloud and AI-enabled cybersecurity solutions. Our platforms help organisations safely adopt AI and Generative AI while keeping full control over their data, models, and intellectual property. Our people are central to our success. We foster a culture of innovation, collaboration, and continuous learning, so our teams can work with the latest cloud, security, and AI technologies and make a tangible impact in a fast-growing market. If you are passionate about cloud security, AI, Generative AI, and shaping the future of sovereign digital infrastructure, METCLOUD offers an exciting opportunity to join a company defining the next era of secure cloud services.

About the Role

We are seeking an experienced, office-based 3rd Line Support Engineer to provide expert technical support and act as the final escalation point for complex IT incidents, problems, and service requests. The successful candidate will diagnose and resolve advanced infrastructure, networking, cloud, cybersecurity, and application-related issues, whilst driving continual improvements to IT systems, service delivery, and operational efficiency.

Job Description

Technical Support & Escalations

• Act as the final technical escalation point for incidents and service requests escalated from 1st and 2nd Line Support teams.

• Investigate, diagnose, and resolve complex technical issues across infrastructure, cloud, networks, security, servers, and business-critical applications.

• Perform detailed root cause analysis for recurring incidents and major service disruptions.

• Provide advanced troubleshooting for Microsoft technologies and third-party solutions.

• Collaborate with vendors and suppliers to resolve technical problems and service issues.

• Ensure all escalated tickets are managed within agreed service levels (SLAs).

• Provide technical guidance and mentoring to 1st and 2nd Line Engineers.

 

Infrastructure & Systems Administration

• Install, configure, maintain, and support server infrastructure and associated technologies.

• Manage and maintain Microsoft Windows Server environments.

• Administer Microsoft 365, Azure, Entra ID (Azure AD), Exchange Online, SharePoint, and Teams.

• Support virtualisation platforms including VMware and Hyper-V.

• Configure and maintain storage, backup, and disaster recovery solutions.

• Manage Active Directory, Group Policy, DNS, DHCP, and related services.

• Perform system upgrades, patching, and maintenance activities.

Network & Security Management

• Troubleshoot complex network and connectivity issues.

• Configure and support firewalls, switches, routers, wireless infrastructure, and VPN solutions.

• Maintain endpoint security, antivirus, and threat protection systems.

• Assist with investigating and resolving security incidents.

• Ensure security policies, procedures, and best practices are followed.

• Support vulnerability management and remediation activities.

Monitoring & Service Improvement

• Monitor system performance, availability, and security using monitoring tools.

• Identify trends and recurring issues and implement permanent fixes where possible.

• Drive continuous improvement initiatives to enhance service quality and efficiency.

• Assist with capacity planning and infrastructure optimisation.

• Create and maintain monitoring alerts and reporting systems

Project Delivery

• Participate in IT projects including infrastructure deployments, migrations, cloud adoption projects, and system upgrades.

• Lead technical implementation activities where required.

• Produce technical designs, implementation plans, and documentation.

• Support customer onboarding, infrastructure transitions, and service improvements.

• Assist with testing, deployment planning, and project documentation.

Customer Service & Communication

• Provide exceptional customer service and maintain professional communication with customers and stakeholders.

• Deliver clear updates throughout the lifecycle of incidents, problems, and projects.

• Work closely with customers to understand technical requirements and provide solutions.

• Participate in technical discussions and customer meetings where required.

• Manage expectations and communicate technical information in a clear and understandable manner.

Documentation & Collaboration

• Create and maintain accurate technical documentation, knowledge base articles, and support procedures.

• Ensure all technical changes and support activities are recorded appropriately.

• Share knowledge with colleagues and contribute to the development of the wider support team.

• Work collaboratively with Service Desk, Operations, Security, and Project teams.

 

Skills / Experience

Skills

• Advanced troubleshooting and problem-solving skills.

• Strong knowledge of Microsoft Server and Microsoft 365 technologies.

• Strong knowledge of Veeam backup and Replication

• Strong knowledge of storage technology, MSA, SAN, NAS and cloud-based storage.

• Strong networking knowledge including TCP/IP, DNS, DHCP, VPNs, Firewalls, and switching.

• Experience supporting cloud technologies, particularly Microsoft Azure.

• Strong understanding of IT security principles and best practices.

• Experience with virtualisation technologies such as VMware and Hyper-V.

• Ability to diagnose complex technical issues methodically.

• Excellent customer service and communication skills.

• Strong organisational and time management skills.

• Ability to work independently and take ownership of complex issues.

• Ability to mentor and support junior engineers.

Experience

• Minimum 3-5 years' experience in an IT Support, Infrastructure, or Managed Services environment.

• Experience working in a 2nd or 3rd Line Support role.

• Experience supporting Microsoft 365 and Azure environments.

• Experience with Windows Server administration.

• Experience with Active Directory, Group Policy, DNS, and DHCP.

• Experience configuring and supporting firewalls, switches, and network infrastructure.

• Experience working with ticketing and service management systems.

• Experience participating in infrastructure projects, migrations, and upgrades.

• Experience performing root cause analysis and problem management.

• Experience supporting backup and disaster recovery solutions.

Benefits

• Salary negotiable 

• 25 days annual holiday + bank holidays

• Company pension scheme (after the qualifying period)

• Private Health Care (after 1 year of completed service)

• Private Life Insurance

• Great working environment with a young and passionate team

• Part of a company which strives to invest in People (training, wellbeing programs)

• WFH - 1 day per week (after the qualifying period)