3rd Line Support Analyst

3rd Line Support Analyst

Solihull (Hybrid - 4/3 days onsite)

The Role

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

What We're Looking For

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

What's in It for You

Hybrid working - 3 - 4days per week in Solihull

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

A comprehensive benefits package designed to support your health, wellbeing, and work-life balance

Employee assistance programme and wellbeing support

Real opportunities for career progression and technical development

A collaborative environment where you can make a genuine impact

Why Apply?

This is a great opportunity for a seasoned 3rd Line Engineer who wants to:

Work on complex, meaningful technical challenges

Move beyond ticket resolution into true problem ownership

Influence service delivery and continuous improvement

Be part of a forward-thinking, supportive technical team

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy