Senior 3rd Line Support Engineer

• Act as the technical escalation point for 1st and 2nd Line teams
• Own and resolve complex incidents and problems through to completion
• Perform in-depth troubleshooting across infrastructure, cloud, and EUC environments
• Conduct root cause analysis and implement permanent fixes
• Support users via tickets, phone, email, and remote sessions
• Manage and prioritise workload in line with SLAs
• Monitor and respond to alerts from RMM tools
• Maintain clear and accurate documentation and knowledge articles
• Identify trends and drive service improvements
• Support internal initiatives to improve tools, processes, and standards
• Communicate effectively by translating technical detail into clear, business-friendly language

Technologies:

• Active Directory
• Azure
• Citrix
• Cloud
• Hyper-V
• Support
• Microsoft 365
• Security
• TCP/IP
• VMware
• Windows
• Office 365, We are looking for an experienced Senior 3rd Line Support Engineer to join our high-performing technical team based in Solihull. This is a true 3rd line position in a hybrid working environment, with 3 days onsite per week. We offer 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, an employee assistance programme, and real opportunities for career progression and technical development. You will join a collaborative team where you can make a genuine impact, work on complex and meaningful technical challenges, and help drive service delivery and continuous improvement.

• Proven background in a Senior or 3rd Line Support role, ideally within an MSP
• Strong experience with Windows desktop and server environments
• Hands-on knowledge of Microsoft 365, including Exchange Online, Intune, and Entra ID or Azure AD
• Experience with Active Directory, Group Policy, and core infrastructure services
• Solid networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and VPNs
• Experience with firewalls, switches, and general networking devices
• Virtualisation experience with VMware, Hyper-V, or similar platforms
• Experience with Microsoft Azure, including Azure Virtual Desktop (AVD/WVD)
• Experience with Citrix environments
• Desirable: exposure to security tools or security-focused troubleshooting
• Desirable: scripting, automation, or Infrastructure as Code experience
• Desirable: experience mentoring or supporting junior engineers