Senior 3rd Line Support Engineer
Role details
Job location
Tech stack
Job description
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
Requirements
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
Benefits & conditions
- 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