Senior 3rd Line Support Engineer

Salary: £35,000 - 35,000 per year

Requirements

• Proven background in a Senior / 3rd Line Support role, ideally within an MSP
• Strong experience with Windows desktop and server environments
• Experience with Microsoft 365, including Exchange Online, Intune, and Entra ID / Azure AD
• Experience with Active Directory, Group Policy, and core infrastructure services
• Solid 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, Hyper-V, or similar
• Experience with Microsoft Azure, including Azure Virtual Desktop (AVD/WVD)
• Experience with Citrix environments
• Exposure to security tools or security-focused troubleshooting is desirable
• Scripting, automation, or Infrastructure as Code experience is desirable
• Experience mentoring or supporting junior engineers is desirable

Responsibilities

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

Technologies

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

More

We are seeking an experienced Senior 3rd Line Support Engineer to join our high-performing technical team based in Solihull, working on a hybrid basis with 3 days onsite. This is a true 3rd line role where you will act as the final escalation point for complex technical issues, take ownership of incidents end-to-end, and focus on deep technical investigation, root cause analysis, and long-term solutions. You will work across modern on-prem, virtualised, and cloud environments, contribute to continuous improvement, and help mentor junior engineers. We offer hybrid working, 25 days annual leave increasing to 28 with service, a strong healthcare and wellbeing package including private medical cover and virtual GP access, an employee assistance programme, real opportunities for career progression and technical development, and a collaborative environment where you can make a genuine impact.

last updated 23 week of 2026