3rd Line Support Engineer

ZipRecruiter; Caerphilly; Hybrid; GBP 43,000 - 45,000; Full time

Job summary

An established industry player in IT Managed Services is seeking a skilled 3rd Line Support Engineer. This role involves delivering expert-level support while managing escalations and leading complex technical solutions. You'll work in a hybrid environment, optimizing enterprise end-user systems and providing leadership to junior engineers. With a commitment to ITIL standards, you'll ensure high-quality service delivery while enjoying a range of benefits, including generous holiday allowances and flexible working options. If you have a passion for technology and a drive to excel, this is the perfect opportunity for you.

Benefits

25 days holiday, increasing to 28 days after 5+ years

Holiday Purchase Scheme

CSR Volunteer Day

2 days for personal wellbeing

Pension options including Salary Sacrifice/Exchange (SXP)

Electric Vehicle salary sacrifice scheme

Death in Service (4x salary)

Partially subsidized Private Medical Insurance

SAGE Employee Benefits

Salary sacrifice charity donation

Qualifications

• Experience in providing 3rd line technical support with ITIL standards.
• Proven ability to manage escalations and lead technical solutions.

Responsibilities

• Deliver outstanding 3rd line technical support adhering to ITIL standards.
• Lead on major incidents and manage enterprise end-user environments.
• Support Microsoft 365, Intune, Active Directory, and endpoint security.

Skills

Windows 10/11

Microsoft 365

Intune

Active Directory

Group Policy

PowerShell scripting

Firewall and VPN management

LAN/WAN

DNS

DHCP

Job description

Job Description

Job Title: 3rd Line Support Engineer

Salary: £43,000 - £45,000 per annum

Location: Caerphilly, South Wales (Hybrid working arrangement, optional WFH on Mon & Fri)

Role Information

Our client offers IT Managed Services and Solution Design to complement various products.

As the 3rd Line Support Engineer, you will provide expert-level support, manage escalations, and lead complex technical solutions.

Working hours: 08:00 - 18:00, with shifts (09:00 - 17:30), (08:00 - 16:30), or (09:30 - 18:00). Occasional weekends or bank holidays may be required, with prior notice and appropriate pay adjustments.

Responsibilities

1. Deliver outstanding 3rd line technical support, adhering to ITIL standards in Incident, Problem, Change, and Service Request management.
2. Lead on major incidents, problem management, and root cause analysis.
3. Manage and optimize enterprise end-user environments, including Windows, MacOS, mobile devices, VDI, and collaboration tools.
4. Support Microsoft 365, Intune, Active Directory, Group Policy, endpoint security, patching, and compliance.
5. Provide technical leadership to Level 1 and Level 2 engineers.
6. Maintain and update IT documentation.

Experience

The successful candidate will have support experience with:

• Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, Sentinel
• Server technologies
• Firewall and VPN management
• LAN/WAN, DNS, DHCP
• PowerShell scripting
• Backup solutions and antivirus technologies

Desirable Skills

• Device management solutions
• ITIL v3/4 Foundation
• UC Technologies
• Database systems
• 3rd-party patching tools

With 30 years of experience, our client is a leading ICT provider serving private and public sectors.

Remuneration & Benefits

• 25 days holiday, increasing to 28 days after 5+ years
• Holiday Purchase Scheme
• CSR Volunteer Day
• 2 days for personal wellbeing
• Pension options including Salary Sacrifice/Exchange (SXP)
• Electric Vehicle salary sacrifice scheme
• Death in Service (4x salary)
• Partially subsidized Private Medical Insurance
• SAGE Employee Benefits
• Salary sacrifice charity donation
• Hybrid working (Mon & Fri optional WFH)

For immediate consideration, please send your CV today.