Senior 3rd Line Support Engineer

ECS Resource Group; Metropolitan Borough of Solihull; Hybrid; GBP 42,000 - 55,000; Full time

Benefits offered by this job

Hybrid work schedule

Career progression

Private medical cover

Wellbeing package

EAP

Three days in Solihull

Job summary

ECS Resource Group in Solihull is seeking an experienced Senior 3rd Line Support Engineer to act as the final escalation point for complex incidents.

You’ll own incidents end-to-end, perform deep technical investigations, root cause analysis, and implement lasting fixes across on-prem, virtualised, and cloud environments, while mentoring junior engineers.

Qualifications

• Senior/3rd Line Support background, ideally within an MSP.
• Windows desktop and server environments.
• 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).
• Exposure to security tools or security-focused troubleshooting.
• Scripting, automation, or Infrastructure as Code experience.
• Experience mentoring or supporting junior engineers.

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

Windows desktop

Windows server

Active Directory

Group Policy

Networking fundamentals

VLANs

VPNs

Firewalls

Switches

Virtualisation

VMware

Hyper-V

Security tools troubleshooting

Scripting / IaC

Mentoring juniors

Tools

VMware

Hyper‑V

RMM tools

Job description

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.

• Proven background in a Senior / 3rd Line Support role (ideally within an MSP)
• Windows desktop and server environments
• 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)
• 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