3rd Line Engineer, Hybrid, Caerphilly, Wales; 45k

A 3rd Line Engineer in Workplace Operations is required by a Managed Service Provider based near Caerphilly, Wales, paying up to £45,000. This role requires expert knowledge of Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, and Group Policy. It is a hybrid position with mandatory office days on Tuesdays, Wednesdays, and Thursdays, while Mondays and Fridays can be worked from home. Due to the nature of their clients, Security Clearance is required; current SC clearance or eligibility to attain it is necessary.

Role Overview:

The 3rd Line Engineer in Workplace Operations will be instrumental in delivering expert-level support, managing escalations, and leading complex technical solutions for the Managed Service customers. This role demands excellent communication, problem-solving skills, and the ability to work both independently and collaboratively to achieve high-quality outcomes.

Key Responsibilities:

• Provide exceptional 3rd line technical support for all EUC-related incidents and service requests
• Manage and optimise enterprise EUC environments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools
• Maintain and support Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies
• Deploy and manage endpoint security solutions, patching, and compliance policies
• Offer technical leadership and mentorship to Tier 1 and Tier 2 engineers
• Act as the technical lead on major incidents, problem management, and root cause analysis
• Collaborate with project teams on EUC transformation initiatives
• Maintain and update IT documentation and processes

Experience:

• Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, and Sentinel
• Virtualisation technologies (Proxmox, Microsoft Hyper-V)
• Strong problem-solving skills and ability to manage high-pressure escalations
• Excellent communication skills for effective client and internal team interactions
• Familiarity with ITIL framework and structured support environments
• Public cloud solutions (Azure or AWS) implementation, migration, and support
• Exposure to firewalls (Sophos, Cisco, Fortinet, PF Sense)
• Solid understanding of networking principles (DNS, DHCP, VPNs) and security best practices
• Hands-on expertise in PowerShell scripting for automation and system management
• Experience with desktop virtualisation technologies (Citrix, VMware Horizon, Windows 365, AVD)
• Proven experience in managing and fault-finding AV technologies (Sophos, Defender)
• Exposure to backup technologies (Veeam, Carbonite, SaaS Protect, E-Vault)

Desirable Experience:

• Device management solutions (SCCM, Jamf, or equivalent)
• ITIL v3/4 Foundation
• UC Technologies (IP voice, Collaboration)
• Database systems (Microsoft SQL Server)
• Use of 3rd party patching tools (Ninja, Action1, Winget)

Working Hours:

• Shift pattern within 0700 to 1800 daily
• Occasional weekend and public holiday work
• Participation in an on-call rota for remote out-of-hours technical support

Salary: £40,000 - £45,000 per annum (plus 2% performance-based bonus)

Benefits:

• 2% company performance-based bonus
• Competitive salary with performance-based bonus
• Access to pool cars or hire vehicles for travel
• Opportunities to work at various locations, including customer sites and other facilities
• Professional development and mentorship opportunities
• Exposure to cutting-edge technologies and enterprise environments

This role presents a chance to excel in a dynamic environment, offering both professional growth and the satisfaction of delivering top-tier technical solutions.