Senior 3rd Line Support Engineer

Senior 3rd Line Support Engineer Solihull (Hybrid - 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<br />Owning and resolving complex incidents and problems through to completion<br />Performing in-depth troubleshooting across infrastructure, cloud, and EUC environments<br />Conducting root cause analysis and implementing permanent fixes<br />Supporting users via tickets, phone, email, and remote sessions<br />Managing and prioritising workload in line with SLAs<br />Monitoring and responding to alerts from RMM tools<br />Maintaining clear and accurate documentation and knowledge articles<br />Identifying trends and driving service improvements<br />Supporting internal initiatives to improve tools, processes, and standards<br />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.

Essential Experience Proven background in a Senior / 3rd Line Support role (ideally within an MSP)<br />Windows desktop and server environments<br />Microsoft 365 (Exchange Online, Intune, Entra ID / Azure AD)<br />Active Directory, Group Policy, and core infrastructure services<br />Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs)<br />Firewalls, switches, and general networking devices<br />Virtualisation (VMware, Hyper-V, or similar)<br />Microsoft Azure, including Azure Virtual Desktop (AVD/WVD)<br />Citrix environments Desirable Exposure to security tools or security-focused troubleshooting<br />Scripting, automation, or Infrastructure as Code experience<br />Experience mentoring or supporting junior engineers What's in It for You Hybrid working - 3 days per week in Solihull<br />25 days annual leave, increasing to 28 with service<br />A strong healthcare and wellbeing package, including private medical cover, discounted health plans, and virtual GP access<br />A comprehensive benefits package designed to support your health, wellbeing, and work-life balance<br />Employee assistance programme and wellbeing support<br />Real opportunities for career progression and technical development<br />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<br />Move beyond ticket resolution into true problem ownership<br />Influence service delivery and continuous improvement<br />Be part of a forward-thinking, supportive technical team ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy