3rd Line IT Support Engineer

Smartsearch Recruitment; Wales; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading Managed Service Provider is looking for a 3rd Line IT Support Engineer to provide high-level technical support in a hybrid environment. You will manage and optimize enterprise EUC environments and support a variety of technologies including Microsoft 365 and virtualization solutions. Ideal candidates should have a solid background in a Managed Service Provider setting and strong problem-solving skills. This role offers excellent growth opportunities and an attractive benefits package.

Benefits

Excellent benefits package

Qualifications

• Experience in Managed Service Provider environments.
• Familiarity with modern workplace technologies and endpoint security.
• Strong problem-solving and technical leadership skills.

Responsibilities

• Deliver 3rd line technical support and manage EUC-related incidents.
• Support and optimize enterprise environments for diverse devices.
• Provide mentorship to Tier 1 and Tier 2 engineers.
• Collaborate on EUC transformation initiatives and maintain IT documentation.

Skills

Enterprise EUC environments

Microsoft 365

Intune

Active Directory

Group Policy

Virtualisation technologies

Backup solutions

Security Management

Tools

VMware

Proxmox

Microsoft Hyper-V

Job description

3rd Line IT Support Engineer

Salary: £45k + excellent benefits package. Hybrid: 2 days from home / 3 days from the 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. The role offers excellent scope and future growth opportunities for the right candidate.

Experience requirements

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

Responsibilities

• Deliver outstanding rd 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, 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.
• Provide technical leadership and mentorship to Tier 1 and Tier 2 engineers.
• Work at the technical lead on major incidents, problem management, and root cause analysis to prevent recurring issues.
• Collaborate with project teams on EUC transformation initiatives, including device rollouts, migrations, and modern workplace solutions.
• Maintain and update IT documentation and processes.

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