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# Senior 3rd Line Support Engineer

- **Company:** ECS
- **Location:** Solihull, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Virtual Private Networks (VPN), Virtual Desktops, Networking Basics, Citrix Systems, Azure Active Directory, TCP/IP, Virtual Local Area Networks, Virtualization Technology, Windows Desktop, Scripting, Firewalls (Computer Science), Microsoft InTune, Server Operating Systems & Platforms, Vmware
- **Published:** September 10, 2026
- **Apply:** https://www.totaljobs.com/job/senior-3rd-line-support-engineer/ecs-job107964691

## About the Role

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

## 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


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