3Rd Line IT Support Engineer

Smartsearch Recruitment; Maesycwmmer; Hybrid; GBP 45,000; Full time

Job summary

A leading Managed Service Provider is seeking a 3rd Line IT Support Engineer to join their team in Wales. The role involves delivering top-notch technical support for enterprise EUC environments and maintaining modern workplace technologies. Ideal candidates will have experience in the Managed Service Provider sector and be well-versed in tools like Microsoft 365 and VMware. The position offers a competitive salary of £45k with excellent benefits, including a hybrid working arrangement allowing 2 days from home and 3 days in the office.

Qualifications

• Experience in Managed Service Provider environment, ideally with Modern Workplace / EUC engineering.
• SC Clearance required.
• Outstanding technical support and leadership skills.

Responsibilities

• Deliver 3rd Line technical support for EUC-related incidents.
• Manage enterprise EUC environments and maintain modern workplace technologies.
• Provide technical mentorship to Tier 1 and Tier 2 engineers.

Skills

Enterprise EUC environments

Microsoft 365

Virtualisation technologies

Security Management

Edge Security

Tools

Proxmox

VMware

Microsoft Hyper-V

Job description

3rd Line IT Support Engineer

Salary: £45k + excellent benefits package. Hybrid: 2 days from home / 3 days from Caerphilly. On‑call rota (paid). SC Clearance required.

Overview

We have an exciting opportunity for a 3rd Line IT Support Engineer to join a leading and growing Managed Service Provider and Systems Integrator. This role will support a diverse customer base in both the public and private sectors. We are keen to hear from 3rd Line IT Support Engineers with experience in a Managed Service Provider environment and ideally Modern Workplace / EUC engineering.

Experience Requirements

• Enterprise EUC environments – Windows, macOS, mobile devices, virtual desktops (VDI), collaboration tools.
• Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies.
• Virtualisation technologies – Proxmox, VMware, Microsoft Hyper‑V.
• Market leading Backup and recovery solutions.
• Security Management – AntiSpam, web filtering, AV technologies.
• Edge Security – configure, manage and monitor firewalls, VPNs, security appliances.

The Role

• Deliver outstanding 3rd Line technical support as the final escalation point for all EUC‑related incidents and service requests whilst working to high standards in the ITIL areas of Incident, Problem, Change and Service Request.
• Manage and optimise enterprise EUC environments – Windows, macOS, mobile devices, virtual desktops (VDI), collaboration tools.
• Maintain and support 365, Intune, Active Directory, Group Policy and other modern workplace technologies.
• Deploy and manage endpoint security solutions, patching, and compliance policies.
• Provide technical leadership and mentorship to Tier 1 and Tier 2 engineers.
• Technical lead on major incidents, problem management and root‑cause analysis to prevent recurring issues.
• Collaborate with project teams on EUC transformation initiatives – device rollouts, migrations, modern workplace solutions.
• Maintain and update IT documentation and processes.

If this sounds like the role you are looking for, please apply attaching your CV.

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