3rd Line Support Engineer

IT Service Desk – 3rd Line Engineer Reports To: 3rd Line Team Leader (Head of IT Infrastructure) Location: Wilmslow / Hybrid / Remote Hours of Work : Mon–Fri, staggered start/finish times between 8am and 6pm. Occasional work outside these hours may be required to support change windows or incidents; TOIL applies. The Role The IT Service Desk is the single point of contact for all IT services, requests, and incidents. It's a busy, dynamic, fast-paced team supporting Citation Group's multiple business units across the UK, Canada, and Australia. As a member of the 3rd Line Team, you will be responsible for building, managing, and maintaining company infrastructure across a multi-tenant, multi-country Microsoft 365 and Azure environment. The role of the IT Support team is to ensure colleagues have the technology they need to achieve business objectives — whether in the office or working remotely. Alongside day-to-day ticket resolution, you'll work on infrastructure projects and change initiatives — from platform migrations to identity and security improvements — balancing planned project work with reactive support. We're looking for customer-focused engineers to join our IT department, supporting colleagues both in the office and remotely across the UK (and coordinating with Canada/Australia counterparts). This role suits someone with 3+ years of experience in a similar role. Duties Include but not limited to: 3rd line support of technology-related incidents within agreed SLAs Contributing to infrastructure projects and change initiatives alongside day-to-day ticket work Resolution of escalated colleague service requests or incidents as assigned within SLA, logged and tracked via service desk Building, configuring, and maintaining Azure infrastructure — virtual machines, networking, storage, and app services Supporting Azure governance activities — naming/tagging standards, Azure Policy, RBAC, and PIM Performing systems administration activities such as performance tuning and data management across Azure and on-prem infrastructure Managing identity and access — user/group administration, Conditional Access policies, and enterprise application configuration in Entra ID Monitoring and reviewing quality of service delivered Remediating vulnerability findings (patching, configuration fixes, closing out scan results) across networks, systems, and applications Planning, implementing, and optimising cloud and on-prem data storage technologies Installing, managing, controlling, deploying, and maintaining infrastructure systems software to meet operational needs and service levels Installing and testing, or decommissioning and removing, systems or system components Supporting device provisioning and lifecycle management, including Windows and Cloud PC (Windows 365) estates Raising and documenting changes in line with the change management process (standard/normal/emergency changes) Producing and maintaining system, solution, and knowledge base documentation Liaising with 3rd party suppliers Travel to other offices as and when required Skills 3+ years' experience in Microsoft Azure infrastructure and/or Entra ID identity