Tier 3 Support Engineer

As a Tier 3 Support Engineer at Technolutions, you’ll be the go‑to escalation point for complex issues across our managed networking, cloud hosting, firewalls, and Microsoft 365 environments. You’ll design, implement, and troubleshoot advanced solutions for our SME customers, working with technologies such as Microsoft 365, Azure, virtual servers, next‑gen Wi‑Fi, firewalls (Fortinet, Mikrotik, Ubiquiti, Sophos, SonicWall), and real‑time monitoring platforms. Key Responsibilities Advanced incident & problem management Handle escalations from Tier 1 and Tier 2 for complex infrastructure, networking, and security issues. Perform deep‑drive root cause analysis on recurring or high‑impact incidents and recommend permanent fixes. Network & firewall engineering Design, implement, and support LAN/WAN and Wi‑Fi solutions, including next‑generation Wi‑Fi networks (Wi‑Fi 5/6/7). Configure and support firewalls and security appliances (Fortinet, Mikrotik, Ubiquiti, Sophos, SonicWall), including VPNs, SD‑WAN, IPS, and security policies. Optimise network performance using monitoring data and best practices. Cloud & hosting services Support and optimise IaaS platforms, virtual servers (Windows & Linux), and hosted infrastructure in your data centres. Assist with cloud migrations (on‑prem to cloud, or between platforms) and hybrid cloud designs. Provide high‑level support and configuration for Microsoft 365 tenants (Exchange Online, SharePoint, Teams, OneDrive). Implement and maintain Microsoft 365 tenant security, including Defender, conditional access, MFA, and related policies. Security operations & monitoring Work with SIEM, SOAR, and other security tools to analyse events, investigate threats, and improve security posture. Assist with DMARC, DNS security, and advanced email hygiene configurations. Participate in scoping, design, and implementation of new solutions (network refreshes, firewall projects, cloud migrations, etc.). Produce technical documentation, implementation plans, and handover materials for operations teams. Mentorship & leadership Mentor Tier 1 and Tier 2 engineers, providing guidance, training, and reviewing their work where appropriate. Help refine internal processes, standard operating procedures, and best practices. Liaise with vendors and upstream providers for complex faults, escalations, and design validation. Assist sales and account managers with technical input for proposals and solution design when needed. Ideal Candidate – Skills & Attributes Technical skills Strong hands‑on experience with: Enterprise networking (switching, routing, VLANs, VPNs, QoS, Wi‑Fi design and optimisation). Firewalls and security platforms (Fortinet, Mikrotik, Sophos, SonicWall, Ubiquiti, etc.). Windows Server and Linux server administration (AD, DNS, DHCP, file/print, services). Microsoft 365 administration and security (Exchange Online, Teams, SharePoint, OneDrive, conditional access, Defender). Virtualisation (Hyper‑V, VMware, or similar) and hosted virtual servers. Strong understanding of security fundamentals (firewalling, IPS/IDS, SIEM/SOAR concepts, endpoint protection). Comfortable working with monitoring tools, dashboards, and logs for troubleshooting and capacity planning. Experience Typically, 5+ years in an MSP / ISP or similar environment, with at least 2–3 years in a senior / escalation role. Proven experience designing and implementing network and firewall solutions for SMEs and/or enterprise customers. Demonstrable track record of handling complex incidents and leading successful root cause analysis. Certifications (advantageous, not all required) Vendor certifications such as: Relevant networking or security certifications (CompTIA Network+, Security+, CCNA, etc.). Excellent analytical and troubleshooting skills – able to quickly isolate problems in complex environments. Strong written and verbal communication – comfortable talking to both technical and non‑technical stakeholders. Able to work independently, take ownership of escalations, and drive issues through to resolution. Naturally collaborative; enjoys mentoring junior staff and uplifting the broader team. Proactive, detail‑oriented, and passionate about keeping up with new technologies in networking, cloud, and security. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr