Senior 3rd Line Support Engineer – End-to-End Ownership

ECS Resource Group Ltd; Metropolitan Borough of Solihull; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave

Healthcare package

Wellbeing support

Job summary

ECS Resource Group Ltd. is seeking a Senior 3rd Line Support Engineer in Solihull on a hybrid basis. You’ll act as the final escalation point, owning incidents end-to-end, performing advanced troubleshooting across on-prem, virtualised, and cloud environments while mentoring junior engineers.

Join a high-performing technical team to drive permanent fixes, root cause analysis, and continuous service improvements, with a focus on clear communication and business-friendly language.

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

Windows Server/Desktop

Microsoft 365

Active Directory

Networking basics

Firewalls & Switches

Virtualisation

Azure/AVD

Citrix environments

Job description

ECS Resource Group Ltd. is seeking a Senior 3rd Line Support Engineer in Solihull on a hybrid basis. You’ll act as the final escalation point, owning incidents end-to-end, performing advanced troubleshooting across on-prem, virtualised, and cloud environments while mentoring junior engineers.

Join a high-performing technical team to drive permanent fixes, root cause analysis, and continuous service improvements, with a focus on clear communication and business-friendly language.