Senior 3rd Line Support Engineer

Senior 3rd Line Support Engineer

Solihull (Hybrid - 4/3 days onsite)

The Role

We're looking for an experienced Senior 3rd Line Support Engineer to join a high-performing technical team based in Solihull.

This is a true 3rd line position , where you'll act as the final escalation point for complex technical issues. You'll take ownership of incidents end-to-end, focusing on deep technical investigation, root cause analysis, and delivering long-term solutions -not just quick fixes.

Working across modern on-prem, virtualised, and cloud environments, you'll support a wide variety of technologies while also contributing to continuous improvement and mentoring junior engineers.

What You'll Be Doing

• Acting as the technical escalation point for 1st and 2nd Line teams

• Owning and resolving complex incidents and problems through to completion

• Performing in-depth troubleshooting across infrastructure, cloud, and EUC environments

• Conducting root cause analysis and implementing permanent fixes

• Supporting users via tickets, phone, email, and remote sessions

• Managing and prioritising workload in line with SLAs

• Monitoring and responding to alerts from RMM tools

• Maintaining clear and accurate documentation and knowledge articles

• Identifying trends and driving service improvements

• Supporting internal initiatives to improve tools, processes, and standards

• Communicating effectively, translating technical detail into clear, business-friendly language

What We're Looking For

You'll be a confident and technically strong support professional who thrives on solving complex problems and taking ownership.

Essential Experience

• Proven background in a Senior / 3rd Line Support role (ideally within an MSP)

• Windows desktop and server environments

• Microsoft 365 (Exchange Online, Intune, Entra ID / Azure AD)

• Active Directory, Group Policy, and core infrastructure services

• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs)

• Firewalls, switches, and general networking devices

• Virtualisation (VMware, Hyper-V, or similar)

• Microsoft Azure, including Azure Virtual Desktop (AVD/WVD)

• Citrix environments

Desirable

• Exposure to security tools or security-focused troubleshooting

• Scripting, automation, or Infrastructure as Code experience

• Experience mentoring or supporting junior engineers

What's in It for You

• Hybrid working - 3 - 4days per week in Solihull

• 25 days annual leave, increasing to 28 with service

• A strong healthcare and wellbeing package , including private medical cover, discounted health plans, and virtual GP access

• A comprehensive benefits package designed to support your health, wellbeing, and work-life balance

• Employee assistance programme and wellbeing support

• Real opportunities for career progression and technical development

• A collaborative environment where you can make a genuine impact

Why Apply?

This is a great opportunity for a seasoned 3rd Line Engineer who wants to:

• Work on complex, meaningful technical challenges

• Move beyond ticket resolution into true problem ownership

• Influence service delivery and continuous improvement

• Be part of a forward-thinking, supportive technical team

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.