Senior Technical Support Engineer (Linux, Citrix, VMware) - Birmingham/Hybrid

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

£55,000-£65,000

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

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

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

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

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