Senior IT Support Engineer

Senior IT Support Engineer - 3rd Line

Location: Curdworth, Birmingham (Onsite)
Contract: Two Months

Pay Rate: £265 Per Day Outside IR35

The Role

I am working with a Midlands based IT company who provide Managed IT Support, IT Projects and IT solutions for a wide range of clients all over the UK. They take a great deal of pride in their dedication to their clients, technical expertise and track record of providing outstanding services for their clients for over 30 years.

They are now looking for an experienced Senior IT Support Engineer to join their team in Curdworth.

This is a senior, hands-on technical role for somebody experienced in owning & managing complex support issues, working directly with clients and helping to lead and develop our 2nd line support team.

You will act as a senior escalation point for the helpdesk, taking responsibility for more complex technical issues while providing guidance and support to other engineers. Alongside your own technical workload, we would like you to help drive good standards across the support team, assist with prioritising escalations and support the development of our 2nd line engineers.

This is not a role where you will simply sit behind a ticket queue. You will need to be comfortable speaking directly with clients, understanding their issues and taking ownership through to resolution.

Key Responsibilities

Act as a senior escalation point for 1st and 2nd line engineers
Diagnose and resolve complex 3rd line support issues
Provide technical guidance and mentoring to 2nd line support staff
Help maintain high technical and customer service standards across the helpdesk
Take ownership of escalated client issues through to resolution
Support Microsoft 365 and Azure environments
Troubleshoot Windows Server and infrastructure issues
Support networking, firewalls, switches, Wi-Fi and connectivity
Use NinjaOne as part of the day-to-day support and management of client environments
Assist with technical projects, migrations and infrastructure upgrades
Identify recurring technical issues and recommend improvements
Maintain clear and accurate technical documentation
Work directly with clients when senior technical input is required
Work collaboratively with the wider technical and management team

Experience Required

3rd line IT support
Microsoft 365 administration
Microsoft Azure
Windows Server
Active Directory and Entra ID
Networking and troubleshooting
Firewalls, switches and wireless networks
Virtualisation
Backup and disaster recovery
Endpoint security
NinjaOne or a similar RMM / IT support management platform
IT infrastructure projects

ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy
Only candidates based in UK and eligible to work in UK are allowed