Senior 3rd Line Support Engineer

Senior 3rd Line Support Engineer

Solihull (Hybrid - 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 days 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.

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