Now Hiring: 3rd Line Service Desk Engineer
Location: Cardiff onsite
Full Time - this role will run on a 4 days on 4 days off pattern
We're looking for a skilled 3rd Line Engineer who can take ownership of infrastructure, security, and support across a varied client estate. If you’re comfortable with Microsoft environments, proactive about automation, and solid in backup and disaster recovery, this one's for you.
What You’ll Be Doing:
Infrastructure & Microsoft Stack
* Manage Entra ID, SSO, Azure, VMs, domain controllers, file servers, RDS.
* Patch management across OS, apps and antivirus (Defender).
* Ensure compliance with Cyber Essentials and report on system health.
Endpoint Management & MDM
* Use Intune, Autopilot, Apple Business Manager, Manage Engine, MaaS360 (legacy).
* Keep devices secure and compliant through patching and policies.
* Report on endpoint coverage and daily compliance checks.
️ Automation & Scripting
* Push automation using PowerShell.
* Find smarter, more efficient ways to run systems and reduce manual work.
Backups & DR
* Manage SaaS backup solutions.
* Run DR tests (Azure failover, M365 restore, network failover).
* Work with clients on recovery planning (RTO/RPO), and act as an escalation point during incidents.
Monitoring & Proactive Support
* Proactively identify improvements in IaaS, SaaS, and network services.
* Attend monthly client reviews—add value, answer questions, and advise on upgrades.
Ticketing & Support
* Handle tickets from start to finish: triage, investigate, resolve, document.
* Collaborate with internal teams and 3rd parties when needed.
* Develop knowledge base articles to improve support speed and consistency.
The absolute ideal skills mix would include:
* 3-5+ years in a, IT support or infrastructure role
* Strong experience with Microsoft Azure, Intune, Manage Engine, and M365
* AZ-104 certification (or working towards it)
* Confident scripting with PowerShell
* Hands-on with VMs, networking, security and DR planning
* Good communicator, detail-oriented, and a problem-solver
If this sounds like it could be of interest to you please apply now for more details, thanks!
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