Senior 3rd Line Support Engineer

Senior 3rd Line Support EngineerSolihull (Hybrid - 3 days onsite)The RoleWe''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 DoingActing as the technical escalation point for 1st and 2nd Line teamsOwning and resolving complex incidents and problems through to completionPerforming in-depth troubleshooting across infrastructure, cloud, and EUC environmentsConducting root cause analysis and implementing permanent fixesSupporting users via tickets, phone, email, and remote sessionsManaging and prioritising workload in line with SLAsMonitoring and responding to alerts from RMM toolsMaintaining clear and accurate documentation and knowledge articlesIdentifying trends and driving service improvementsSupporting internal initiatives to improve tools, processes, and standardsCommunicating effectively, translating technical detail into clear, business-friendly languageWhat We''re Looking ForYou''ll be a confident and technically ..... full job details .....