Senior 3rd Line Engineer — Hybrid, Career Growth

ECS Resource Group Ltd; West Midlands; Hybrid; GBP 52,000 - 70,000; Full time

Benefits offered by this job

Hybrid work option

Private healthcare package

20+ days holiday

Job summary

ECS Resource Group Ltd is seeking a Senior 3rd Line Support Engineer in Solihull with hybrid working (4/3 onsite). You will act as the final escalation point, own incidents end-to-end, and perform deep technical investigations across on-prem, virtualised, and cloud environments.

The role includes mentoring junior engineers and driving service improvements. The ideal candidate will have extensive 3rd line experience, strong Windows and Azure skills, Citrix, and a proactive, ownership-focused

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.

Skills

Windows

Microsoft 365

Active Directory

Networking basics

Virtualisation

Azure

Citrix

Job description

ECS Resource Group Ltd is seeking a Senior 3rd Line Support Engineer in Solihull with hybrid working (4/3 onsite). You will act as the final escalation point, own incidents end-to-end, and perform deep technical investigations across on-prem, virtualised, and cloud environments.

The role includes mentoring junior engineers and driving service improvements. The ideal candidate will have extensive 3rd line experience, strong Windows and Azure skills, Citrix, and a proactive, ownership-focused