3rd Line Support Engineer

ZipRecruiter; Cardiff; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A leading IT company near Cardiff is seeking a 3rd Line Support Engineer. This role involves delivering 3rd line technical support, managing EUC environments, and providing mentorship to junior engineers. It offers competitive benefits and a hybrid working schedule.

Benefits

25 days holiday rising to 28

Holiday purchase scheme

Well-being days

Death in service

Private medical subsidy

Parking

Electric vehicle salary sacrifice scheme

Qualifications

• Experience with Networking and Security management.
• Proficient in OS System Management and Deployment.
• Familiarity with M365 and Active Directory.

Responsibilities

• Deliver outstanding 3rd line technical support as final escalation point for EUC-related incidents.
• Manage and optimize enterprise EUC environments including Windows, macOS, mobile devices, and VDI.
• Provide technical leadership and mentorship to Tier 1 and Tier 2 engineers.

Skills

Networking

Security

OS System Management

Deployment

M365

Active Directory

Virtualisation

Job description

Job Description

3rd Line Support Engineer

Nr Cardiff - hybrid working (2 days from home a week)
£40,000 - £45,000 + Benefits listed below.

This is a fantastic opportunity for you, a 3rd Line Support Engineer / Workplace Operations Engineer, to join a leading IT company based near Cardiff.

You will be supporting external clients with all of their IT requirements - 3rd Line, but also involved with the management and implementation experience of various devices, software and solutions including the management and implementation experience of:

• 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




• Networking - Support and maintenance




• Edge Security management e.g. Configure, manage and monitor firewalls, VPON's and security appliances

As the Workplace Operations Engineer / 3rd Line Support Engineer, you will carry a range of technical and customer-focussed responsibilities, including:

• Delivering 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.




• Managing and optimising enterprise EUC environments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.




• Maintaining and supporting Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies.




• Deploying and managing endpoint security solutions, patching, and compliance policies.




• Providing technical leadership and mentorship to Tier 1 and Tier 2 engineers.




• Working at the technical lead on major incidents, problem management, and root cause analysis to prevent recurring issues.




• Collaborating with project teams on EUC transformation initiatives, including device rollouts, migrations, and modern workplace solutions.




• Maintaining and updating IT documentation and processes.

Benefits for Workplace Operations Engineer include:
25 days holiday rising to 28, Holiday purchase scheme, well being days, death in service, private medical subsidy, parking and electric vehicle salary sacrifice scheme.

Hours and Shift Patterns
As part of the support delivery team, you will be included in a shift pattern falling within the hours of 7am and 6pm and an on-call rota for remote out of hours technical support.

This is a great position with a top IT company and will go quickly, so if you are a 3rd Line Support Engineer / Workplace Operations Engineer and have skills in Networking, Security, OS System Management and Deployment, M365, Active Directory and virtualisation, please send your CV to me today.