Senior 3rd Line Support Engineer

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

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're 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.