3rd Line Support Analyst

ECS Resource Group; West Midlands; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working - 3-4 days in Solihull

Healthcare and wellbeing package

Job summary

ECS Resource Group is seeking a Senior 3rd Line Support Engineer in Solihull for a hybrid role, combining on-site and remote work across Windows, Azure, and virtualised environments. You will own end-to-end incidents, perform thorough root-cause analyses, and mentor junior engineers while ensuring high SLAs and robust documentation.

This senior role focuses on delivering lasting fixes, across on-prem, virtualised, and cloud environments, with opportunities for career progression within a

Qualifications

• 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.

Responsibilities

• 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.

Skills

Senior / 3rd Line Support

Windows desktop & server

Networking fundamentals

Azure (AVD/WVD)

Citrix environments

SLA management

Tools

VMware

Hyper-V

Azure Virtual Desktop

Intune

Active Directory

Group Policy

RMM tools

Job description

3rd Line Support Analyst

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