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 • Proven experience in a senior 3rd/4th Line Infrastructure Support role. • Strong troubleshooting skills across enterprise infrastructure technologies. • Linux (Ubuntu)/VMware – healthy knowledge of • Windows Server • Citrix • Microsoft 365 & Entra ID • Apache, NGINX and/or IIS • DNS, networking and load balancing • Backup & Disaster Recovery • SonicWall or similar firewall technologies • Experience using PowerShell for administration and automation. • Exposure to AI and automation tools to improve operational efficiency. • Excellent communication skills with the ability to engage confidently with technical and non-technical stakeholders. Desirable Experience • MSP background. • Pre-sales, solution design and technical scoping. • RFP/RFT responses and quotation design. • Cloud migration projects, including Microsoft 365 and SharePoint. • AI-driven service improvements using tools such as Microsoft Copilot or Power Automate. • Relevant Microsoft, VMware, Citrix or SonicWall certifications. Client Engagement • Deliver high-quality technical support across a varied client base. • Participate in technical meetings and provide expert guidance to both technical and non-technical stakeholders. • Support service delivery by maintaining high levels of customer satisfaction and SLA performance. • Undertake occasional onsite visits where required. Continuous Improvement • Identify recurring issues and implement long-term solutions. • Drive improvements through automation, AI and process optimisation. • Contribute to technical documentation, standards and knowledge sharing. • Mentor junior engineers and promote best practice across the team. 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.