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'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) 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.
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Senior 3rd Line Support Engineer in Shirley employer: ECS
As a leading employer in the IT support sector, we offer a dynamic work environment that values innovation and teamwork. Our Swindon location provides employees with the opportunity to engage in meaningful projects while enjoying competitive pay and a supportive culture that fosters professional growth. Join us for a rewarding experience where your contributions directly impact our success.
