3rd Line Support Analyst

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

Technologies:

• Active Directory
• Azure
• Citrix
• Cloud
• Hyper-V
• Support
• Microsoft 365
• Security
• TCP/IP
• VMware
• Windows
• Office 365

• Proven experience in a senior or 3rd Line Support role, ideally within an MSP
• Experience with Windows desktop and server environments
• Experience with Microsoft 365, including Exchange Online, Intune, and Entra ID / Azure AD
• Knowledge of Active Directory, Group Policy, and core infrastructure services
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, and VPNs
• Experience with firewalls, switches, and general networking devices
• Experience with virtualisation platforms such as VMware or Hyper-V
• 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
• Confidence, strong technical skills, and the ability to solve complex problems and take ownership

We are recruiting a Senior 3rd Line Support Engineer for a high-performing technical team in Solihull. This is a hybrid role, with 3-4 days per week onsite, working across modern on-premises, virtualised, and cloud environments. We offer 25 days of annual leave, increasing to 28 with service, private medical cover, discounted health plans, virtual GP access, an employee assistance programme, wellbeing support, and opportunities for career progression and technical development. Our collaborative, supportive environment offers the chance to contribute to meaningful technical challenges and service improvement. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.