3rd Line Support Engineer

The Citation Group; Coalville; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

The Citation Group is seeking a proactive IT Service Desk – 3rd Line Engineer to support a multi-country Microsoft 365 and Azure environment. You will handle complex incidents, contribute to infrastructure projects, and ensure colleagues have the technology they need, whether in Wilmslow or remotely.

Working in a hybrid/remote setup, you will join a busy team across the UK, Canada, and Australia, resolving high‑level tickets, managing identity and access, and helping to improve security and

Qualifications

• 3+ years' experience in Microsoft Azure infrastructure and/or Entra ID identity & access administration.
• Strong communication and customer service skills.
• Ability and desire to learn about the systems we support.
• Willingness to travel to other offices as required.

Responsibilities

• 3rd line support of incidents within SLAs.
• Contribute to infrastructure projects and change initiatives.
• Configure and maintain Azure infrastructure and on-prem systems.
• Manage identity and access – Entra ID, RBAC, PIM.

Skills

Azure infrastructure

Entra ID administration

PowerShell

Windows Server

M365 administration

ITIL knowledge

Communication skills

Tools

Azure Policy

RBAC

PIM

Microsoft 365 Admin Center

Job description

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 & access administration (other specialist areas below are an advantage, not a substitute)
• Strong communication and customer service skills, putting colleagues at the heart of everything you do
• Proven organisational skills with good attention to detail
• Comfortable balancing planned project work with reactive incident/ticket demands
• Clear, thorough approach to documenting changes and solutions for others to follow
• Ability and desire to learn about the systems we support
• Ability to prioritise your own workload and manage expectations

Qualifications / Certifications (Preferred)

• ITIL Foundation
• AZ-104 — Microsoft Azure Administrator
• SC-300 — Microsoft Identity and Access Administrator
• Other relevant Microsoft or specialist certifications (e.g. AZ-500, MS-102)

Technologies & Specialisms

Knowledge and experience in several of the following is preferred.

Cloud — Microsoft Azure

• Virtual machines, storage accounts, and app services
• Networking — hub-and-spoke topology, private endpoints, DNS
• Governance — naming/tagging standards, Azure Policy, Management Groups
• Identity & access — RBAC, Privileged Identity Management (PIM), managed identities
• Key Vault and secrets management
• Backup and patching (Azure Update Manager)

Microsoft Based Technologies

• Windows Platforms – Windows 10, 11, Server 2016+
• Active Directory, Entra ID, PowerShell
• Entra ID — Conditional Access, Enterprise Applications, SSO, identity and access management (IAM)
• M365 – Exchange, Teams, SharePoint/OneDrive
• Intune Endpoint Manager
• Windows 365 / Azure Virtual Desktop (AVD)

Network & Security

• Cisco Meraki Firewalls, Switches and APs
• LAN, WLAN, DNS, VPN
• Cloudflare

Telephony

• Experience with cloud telephony platforms (e.g. RingCentral, Vonage, Amazon Connect) is beneficial but not a primary focus of the role
• MS Teams
• Mobile devices – iPhone, iPad