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# 3rd Line Support Analyst

- **Company:** ECS Recruitment Group
- **Location:** Coventry, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £37,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Virtual Private Networks (VPN), Microsoft Office, Virtual Desktops, Networking Basics, Citrix Systems, Azure Active Directory, TCP/IP, Virtual Local Area Networks, Windows Desktop, Scripting, Firewalls (Computer Science), Microsoft InTune, Server Operating Systems & Platforms, Vmware
- **Published:** October 16, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5928851348

## About the Role

* 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

## Description

* 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