Senior 3rd Line Support Engineer — Hybrid (Solihull)

ECS Resource Group; West Midlands; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working - 3-4 days in Solihull

Healthcare and wellbeing package

Job summary

ECS Resource Group is seeking a Senior 3rd Line Support Engineer in Solihull for a hybrid role, combining on-site and remote work across Windows, Azure, and virtualised environments. You will own end-to-end incidents, perform thorough root-cause analyses, and mentor junior engineers while ensuring high SLAs and robust documentation.

This senior role focuses on delivering lasting fixes, across on-prem, virtualised, and cloud environments, with opportunities for career progression within a

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 desktop & server

Networking fundamentals

Azure (AVD/WVD)

Citrix environments

SLA management

Tools

VMware

Hyper-V

Azure Virtual Desktop

Intune

Active Directory

Group Policy

RMM tools

Job description

ECS Resource Group is seeking a Senior 3rd Line Support Engineer in Solihull for a hybrid role, combining on-site and remote work across Windows, Azure, and virtualised environments. You will own end-to-end incidents, perform thorough root-cause analyses, and mentor junior engineers while ensuring high SLAs and robust documentation.

This senior role focuses on delivering lasting fixes, across on-prem, virtualised, and cloud environments, with opportunities for career progression within a