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# 3rd Line Support Analyst

- **Company:** ECS Recruitment Group
- **Location:** Shirley, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £37,500.0
- **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:** November 1, 2026
- **Apply:** https://www.gradsouthwest.com/jobs/apply/ats-redirect/?id=3043628097-2

## 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