Key Requirements
* Available to start immediately
* Able to work onsite in Cardiff, 5 days per week
* Comfortable acting as a senior escalation point from day one
Overview
We are seeking a 3rd Line Infrastructure Engineer to join on an immediate contract basis, supporting core infrastructure and acting as a key escalation point within the IT team.
A primary function of this role will be handling escalations, taking ownership of complex issues from 1st and 2nd line teams, and driving them through to resolution.
This is a hands‑on role requiring strong experience across Microsoft technologies, virtualisation, and networking, with a focus on maintaining stability and supporting ongoing improvements.
Key Responsibilities
* Act as the main escalation point for complex infrastructure and support issues
* Take ownership of escalated tickets from 1st and 2nd line teams through to resolution
* Troubleshoot and resolve high‑priority / business‑critical incidents
* Support and maintain Windows Server environments
* Administer Microsoft 365 (Exchange Online, SharePoint, Teams)
* Provide support across Linux systems where required
* Support network infrastructure, including switching and firewalls
* Work with WatchGuard firewalls (VPNs, rules, troubleshooting)
* Support Aruba / HP switching (VLANs, configuration, troubleshooting)
* Operate within ISO27001 security standards
* Follow ITIL v4 processes (incident, problem, change)
* Assist with ongoing infrastructure improvements and project work
Key Skills & Experience
* Experience in a 3rd Line or strong escalation‑focused infrastructure role
* Proven ability to handle and resolve complex escalations
* Strong knowledge of Windows Server
* Experience with Microsoft 365 / Azure AD (Entra)
* Hands‑on experience with Hyper‑V
* Basic to intermediate Linux support
* Good networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs)
* Experience with WatchGuard
* Experience with Aruba / HP switching
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