Senior 3rd Line Support Engineer

Senior 3rd Line Support EngineerSolihull (Hybrid - 4/3 days onsite)The RoleWe'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 DoingActing as the technical escalation point for 1st and 2nd Line teamsOwning and resolving complex incidents and problems through to completionPerforming in-depth troubleshooting across infrastructure, cloud, and EUC environmentsConducting root cause analysis and implementing permanent fixesSupporting users via tickets, phone, email, and remote sessionsManaging and prioritising workload in line with SLAsMonitoring and responding to alerts from RMM toolsMaintaining clear and accurate documentation and knowledge articlesIdentifying trends and driving service improvementsSupporting internal initiatives to improve tools, processes, and standardsCommunicating effectively, translating technical detail into clear, business-friendly languageWhat We're Looking ForYou're a confident and technically strong support professional who thrives on solving complex problems and taking ownership.Essential ExperienceProven background in a Senior / 3rd Line Support role (ideally within an MSP)Windows desktop and server environmentsMicrosoft 365 (Exchange Online, Intune, Entra ID / Azure AD)Active Directory, Group Policy, and core infrastructure servicesNetworking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs)Firewalls, switches, and general networking devicesVirtualisation (VMware, Hyper-V, or similar)Microsoft Azure, including Azure Virtual Desktop (AVD/WVD)Citrix environmentsDesirableExposure to security tools or security-focused troubleshootingScripting, automation, or Infrastructure as Code experienceExperience mentoring or supporting junior engineersWhat's in It for YouHybrid working - 3 - 4days per week in Solihull25 days annual leave, increasing to 28 with serviceA strong healthcare and wellbeing package, including private medical cover, discounted health plans, and virtual GP accessA comprehensive benefits package designed to support your health, wellbeing, and work-life balanceEmployee assistance programme and wellbeing supportReal opportunities for career progression and technical developmentA collaborative environment where you can make a genuine impactWhy Apply?This is a great opportunity for a seasoned 3rd Line Engineer who wants to:Work on complex, meaningful technical challengesMove beyond ticket resolution into true problem ownershipInfluence service delivery and continuous improvementBe part of a forward-thinking, supportive technical teamECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.

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