3rd Line Service Delivery Engineer

3rd Line Service Delivery Engineer (Technical Solutions Engineer) Company: One2Call Location: Sheffield, England, United Kingdom Employment Type: Full-Time Working Hours: Monday to Friday, 42.5 hours including lunch break Annual Leave: 20 days holiday (rising to 25) + Bank Holidays About One2Call One2Call Ltd is an independently owned Managed Service Provider (MSP) based in Sheffield, South Yorkshire. For over 20 years we have helped businesses simplify and secure their technology, providing IT, cyber security, cloud, connectivity, voice and smart‑building solutions. We are known for being friendly, local, honest and easy to work with while operating to enterprise standards. We are looking to double in size to 50 staff and reach £10m turnover, driven by continual improvement, technical excellence and trusted client partnerships. The Role We are looking for a 3rd Line Service Delivery Engineer to lead the delivery of cloud, infrastructure, and security enhancement projects for our managed customers. You will design, implement, and improve solutions that drive measurable improvement in performance, reliability, and security. This role complements our 3rd Line Service Desk Engineer position. While the Service Desk focuses on reactive support and continuous improvement, the Service Delivery Engineer is responsible for planned technical change, project implementation and infrastructure optimisation. Key Responsibilities Design, configure and deploy IT systems and services based on customer needs or TAM recommendations. Lead migrations and implementations, ensuring efficiency, minimal disruption and clear communication throughout. Typical projects include: Microsoft 365 and Azure migrations (on‑prem to cloud) AVD (Azure Virtual Desktop) deployments Intune configuration and Out-of-Box Device (OOBD) setup Application packaging and management via Intune DLP (Data Loss Prevention) and Zero Trust / ZTNA rollouts Azure FinOps (cost and resource optimisation) XDR and endpoint protection deployments AI and automation tool implementations Work with the TAM process to identify and implement improvements that strengthen customer infrastructure. Leverage data and recommendations from the Bitdefender SOC and other security platforms to improve posture, performance and compliance. Blend SOC‑derived hardening rules into customer improvement plans to demonstrate measurable progress and risk reduction. Collaborate closely with Service Desk, Account Management and Project teams to ensure technical consistency and effective handovers. Share expertise and assist in documenting processes and standard builds for repeatable success. What You’ll Bring Essential Qualifications and Experience Proven experience as a 3rd Line or Service Delivery Engineer within an MSP environment. Strong background in networking technologies: TCP/IP, routing/switching, VLANs, VPNs, DNS, DHCP. Experience configuring and supporting firewalls and security appliances (e.g. Meraki, Barracuda, Cisco, MikroTik, Fortinet, Sophos, WatchGuard). Expert knowledge of Microsoft Windows Server, Microsoft 365, Exchange Online, and Azure (AAD, SaaS, IaaS, PaaS). Experience delivering technical projects and migrations end‑to‑end. Familiarity with MSP toolsets such as Autotask, ConnectWise, IT Glue, Intune, Bitdefender, Barracuda, Duo and the Azure Management Portal. Strong understanding of cyber security fundamentals, with the ability to leverage SOC insights and hardening recommendations (not to deliver SOC services directly). Excellent communication, documentation, and customer‑facing skills. Desirable Skills PowerShell or automation scripting. Experience conducting or contributing to TAM‑style reviews and presenting technical recommendations. Knowledge of Linux systems or hybrid infrastructure environments. Our RISE‑UP Values Responsibility – We own our work, our actions, and the outcomes. Integrity & Trust – We do what's right, even when no one is watching. Service Excellence – We go the extra mile to deliver the best for our customers. Effort = Results – Hard work, structure and persistence bring results. Understanding & Empathy – We listen, understand, and care for our customers and each other. Progress & Growth – We are always learning and improving. Benefits Work Fitness scheme Private Healthcare Internal Gym Team Building Events Free On‑site Parking Company Pension Why Join One2Call This is more than a technical delivery role; it's an opportunity to become a trusted advisor, helping customers modernise their infrastructure and improve security, stability, and efficiency. As a 3rd Line Service Delivery Engineer you will: Lead diverse and challenging projects across modern Microsoft, cloud and security platforms. Directly influence customer improvement outcomes through the TAM process. Work with a leadership team that values innovation, collaboration and continual learning. Play a vital part in helping One2Call evolve into a best‑in‑class Managed Service Partner. #J-18808-Ljbffr