Senior 3rd Line Support Engineer – Hybrid (Solihull)

ECS Resource Group; Metropolitan Borough of Solihull; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid working

25 days annual leave (increasing to 28

Private medical cover & wellbeing

Career progression & technical dev

Collaborative team

Job summary

ECS Resource Group in Solihull is seeking an experienced Senior 3rd Line Support Analyst to join a high-performing technical team. You will own incidents end-to-end, perform deep technical investigations, and deliver long-term solutions across on-prem, virtualised, and cloud environments.

The role focuses on escalation, root-cause analysis, and mentoring junior engineers, with hybrid working in Solihull and a strong emphasis on continuous improvement and documentation.

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 environments

Microsoft 365

Active Directory & GP

Networking fundamentals

Virtualisation

Azure & AVD

Citrix environments

Tools

VMware

Hyper-V

Azure Virtual Desktop

Citrix

RMM tools

Job description

ECS Resource Group in Solihull is seeking an experienced Senior 3rd Line Support Analyst to join a high-performing technical team. You will own incidents end-to-end, perform deep technical investigations, and deliver long-term solutions across on-prem, virtualised, and cloud environments.

The role focuses on escalation, root-cause analysis, and mentoring junior engineers, with hybrid working in Solihull and a strong emphasis on continuous improvement and documentation.