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.
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