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

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

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£60,000-£65,000

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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.

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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.