Senior Workplace Operations Engineer

CENTERPRISE INTERNATIONAL LIMITED; Caerphilly; Hybrid; GBP 30,000 - 55,000; Full time

Job summary

An established industry player is seeking a Workplace Operations Engineer to provide expert-level support and manage escalations for their Managed Service customers. This role requires excellent communication and problem-solving skills, along with the ability to deliver high-quality outcomes through both independent and collaborative efforts. As part of a dynamic team, you will work with cutting-edge technologies and contribute to the success of various projects while enjoying a hybrid working environment. This is a fantastic opportunity for those looking to grow their careers in a supportive and innovative organization.

Benefits

25 days holiday entitlement

Holiday purchase scheme

2 days for personal wellbeing

Pension scheme

Private Medical Insurance

Electric Vehicle salary sacrifice scheme

Death in service - 4x basic salary

Company supported CSR volunteer day

Out of town offices with free parking

SAGE Employee Benefits Scheme

Qualifications

• 5+ years experience in a senior engineer role within an MSP environment.
• Proficient in Microsoft 365, Intune, and enterprise EUC environments.

Responsibilities

• Provide 3rd line technical support and lead complex technical solutions.
• Manage enterprise EUC environments and maintain modern workplace technologies.

Skills

Problem Solving

Communication Skills

Drive for Results

Networking Principles

Scripting with PowerShell

Education

A-C GCSE in Maths and English

ITIL v3/4 Foundation

Tools

Microsoft 365

Intune

Proxmox

VMware

Microsoft Hyper-V

SCCM

Veeam

Job description

Benefits

• 25 days holiday entitlement rising to 28 days after 5 plus years' service
• Holiday purchase scheme
• 2 days for personal wellbeing
• 1 company supported CSR volunteer day
• SAGE Employee Benefits Scheme
• Pension including option to join Salary Exchange for Pension scheme (SXP) (subject to eligibility criteria)
• Electric Vehicle salary sacrifice scheme (subject to eligibility criteria)
• Death in service - 4x basic salary
• Private Medical Insurance, partially subsidised by Ci
• Salary sacrifice charity donation scheme
• Ci Christmas savings club
• Ci lottery
• Out of town offices with free parking
• Hybrid working approach - Mon & Fri optional WFH days

Business Unit

Services - Workplace Services

Reporting to

Workplace Operations Team Leader

Location/site

Caerphilly, Wales

Vetting requirements

Yes

Company Overview

Centerprise International (Ci) was established in 1983 and has over 40 years of experience and expertise in providing innovative products and services. Our financial strength, and breadth and quality of services offered, together with our enviable record of success in supplying under many framework agreements and winning many government contracts makes Ci one of the leading ICT suppliers. Our cash reserves, recent strategic acquisitions and the quality of contracts held are an assurance of our future growth.

Throughout its history, Ci has evolved to meet market demands and now offers Managed Services and Solution Design to complement our own products.

Ci actively seeks to attract talented ambitious individuals, to nurture and develop through their career with the organisation. The Ci Group comprises of wholly owned companies and a joint venture business, so the opportunity to build a wide and varied career path truly exists.

All employees have the opportunity learn from successful, capable business professionals within the organisation, to absorb knowledge and experience first-hand how a thriving privately owned business operates.

Role Description

As a Workplace Operations Engineer you will be pivotal in providing expert-level support, managing escalations, and leading complex technical solutions for Centerprise’s Managed Service customers. This requires an individual with excellent communication, problem-solving skills, and crucially – the ability to proactively work to a resolution and deliver a high-quality outcome through independent and collaborative working.

The role is based from our production facility in Caerphilly where some of the Ci Services team work from, however there is the added opportunity to spend time in other locations such as customer sites or other Ci facilities. Access to a pool car or hire vehicle will be provided for the purposes of travelling to these locations.

The role requires 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
• Edge Security management e.g. Configure, manage and monitor firewalls, VPON’s and security appliances

In the role, 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.

Working hours fall within the hours of 0700 to 1800 daily, dictated by the shift pattern which you are allocated. Therefore, on occasions you will be required to cover additional shifts in the absence of colleagues, as directed by your manager. Working hours may occasionally include weekend and statutory public holiday working. The Company may from time to time require you to work such additional hours as may be necessary for the proper performance of your duties. Additionally, there is an on-call rota for remote out of hours technical support which would you be a part of.

Communication Skills: Effectively communicates his/her thoughts in a well organised and effective manner in order to get the desired message across.

Open Communication: Is professional and positive in interacting with others and is able to establish rapport quickly, treating others with courtesy and respect.

Drive for Results: Demonstrates a strong work ethic committed to seeing tasks through to completion, whilst taking responsibility for and taking pride in achieving successful results.

Problem Solving: Solves routine problems effectively, gathering the information necessary to consider a potential way forward that you can share with your manager.

Experience and Skills

• Proven experience working as a senior engineer within an MSP environment.
• Excellent problem-solving skills and the ability to manage high-pressure escalations.
• Strong communication skills with the ability to work effectively with clients and internal teams.
• Familiarity with ITIL framework and experience in a structured support environment.
• Expert knowledge of Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, Intune Configuration policies and Sentinel.
• Server Technologies: Virtualisation, particularly Proxmox or Microsoft Hyper-V, Microsoft Windows Server 2012 through to 2022.
• Public Cloud Solutions: Azure or AWS solution implementation, migration, and support.
• Exposure to Firewalls – Sophos, Cisco, Fortinet and PF Sense.
• Network Technologies: LAN/WLAN/WAN.
• Solid understanding of networking principles (DNS, DHCP, VPNs) and security best practices.
• Hands-on expertise in PowerShell scripting for automation and system management.
• Strong experience with desktop virtualisation technologies (e.g., Citrix, VMware Horizon, Windows 365, AVD).
• Proven experience of managing and fault-finding AV technologies such as Sophos, Defender etc.
• Exposure to the following backup technologies – Veeam, Carbonite, SaaS Protect, E-Vault.
• Experience with device management solutions such as SCCM, Jamf, or equivalent.
• A minimum of 5 years’ experience working in a MSP environment.
• Use of 3rd party patching tools such as Ninja, Action1, Winget etc.

Company Profile

• Customer-Centric - Ensure customer satisfaction is our number one priority
• Commitment - Be true to your work and go the extra mile to deliver on your promise
• Courage To Challenge - Have the strength to make a difference and don’t be afraid to constructively challenge the status quo
• Succeed - Be innovative and do all that is reasonable to deliver a positive outcome
• Dedication - Giving your time and energy in the best interests of the Company

Education/Qualifications/Specific training

• Minimum A-C GCSE or equivalent in Maths and English.
• ITIL v3/4 Foundation.

THE CENTERPRISE GROUP IS AN EQUAL OPPORTUNITIES EMPLOYER