3rd Line Support Engineer
hace 3 días
Wilmslow
IT Service Desk – 3rd Line Engineer \n Reports To: 3rd Line Team Leader (Head of IT Infrastructure) \n Location: Wilmslow / Hybrid / Remote \n Hours of Work: Mon–Fri, staggered start/finish times between 8am and 6pm. Occasional work outside these hours may be required to support change windows or incidents; TOIL applies. \n \n The Role \n The IT Service Desk is the single point of contact for all IT services, requests, and incidents. It's a busy, dynamic, fast-paced team supporting Citation Group's multiple business units across the UK, Canada, and Australia. \n \n As a member of the 3rd Line Team, you will be responsible for building, managing, and maintaining company infrastructure across a multi-tenant, multi-country Microsoft 365 and Azure environment. The role of the IT Support team is to ensure colleagues have the technology they need to achieve business objectives — whether in the office or working remotely. \n Alongside day-to-day ticket resolution, you'll work on infrastructure projects and change initiatives — from platform migrations to identity and security improvements — balancing planned project work with reactive support. \n \n We're looking for customer-focused engineers to join our IT department, supporting colleagues both in the office and remotely across the UK (and coordinating with Canada/Australia counterparts). \n \n This role suits someone with 3+ years of experience in a similar role. \n \n Duties \n Include but not limited to: \n\n • 3rd line support of technology-related incidents within agreed SLAs\n, • Contributing to infrastructure projects and change initiatives alongside day-to-day ticket work\n, • Resolution of escalated colleague service requests or incidents as assigned within SLA, logged and tracked via service desk\n, • Building, configuring, and maintaining Azure infrastructure — virtual machines, networking, storage, and app services\n, • Supporting Azure governance activities — naming/tagging standards, Azure Policy, RBAC, and PIM\n, • Performing systems administration activities such as performance tuning and data management across Azure and on-prem infrastructure\n, • Managing identity and access — user/group administration, Conditional Access policies, and enterprise application configuration in Entra ID\n, • Monitoring and reviewing quality of service delivered\n, • Remediating vulnerability findings (patching, configuration fixes, closing out scan results) across networks, systems, and applications\n, • Planning, implementing, and optimising cloud and on-prem data storage technologies\n, • Installing, managing, controlling, deploying, and maintaining infrastructure systems software to meet operational needs and service levels\n, • Installing and testing, or decommissioning and removing, systems or system components\n, • Supporting device provisioning and lifecycle management, including Windows and Cloud PC (Windows 365) estates\n, • Raising and documenting changes in line with the change management process (standard/normal/emergency changes)\n, • Producing and maintaining system, solution, and knowledge base documentation\n, • Liaising with 3rd party suppliers\n, • Travel to other offices as and when required\n\n \n Skills \n\n • 3+ years' experience in Microsoft Azure infrastructure and/or Entra ID identity & access administration (other specialist areas below are an advantage, not a substitute)\n, • Strong communication and customer service skills, putting colleagues at the heart of everything you do\n, • Proven organisational skills with good attention to detail\n, • Comfortable balancing planned project work with reactive incident/ticket demands\n, • Clear, thorough approach to documenting changes and solutions for others to follow\n, • Ability and desire to learn about the systems we support\n, • Ability to prioritise your own workload and manage expectations\n\n \n Qualifications / Certifications (Preferred) \n\n • ITIL Foundation\n, • AZ-104 — Microsoft Azure Administrator\n, • SC-300 — Microsoft Identity and Access Administrator\n, • Other relevant Microsoft or specialist certifications (e.g. AZ-500, MS-102)\n\n \n Technologies & Specialisms \n Knowledge and experience in several of the following is preferred. \n Cloud — Microsoft Azure \n\n • Virtual machines, storage accounts, and app services\n, • Networking — hub-and-spoke topology, private endpoints, DNS\n, • Governance — naming/tagging standards, Azure Policy, Management Groups\n, • Identity & access — RBAC, Privileged Identity Management (PIM), managed identities\n, • Key Vault and secrets management\n, • Backup and patching (Azure Update Manager)\n\n \n Microsoft Based Technologies \n\n • Windows Platforms – Windows 10, 11, Server 2016+\n, • Active Directory, Entra ID, PowerShell\n, • Entra ID — Conditional Access, Enterprise Applications, SSO, identity and access management (IAM)\n, • M365 – Exchange, Teams, SharePoint/OneDrive\n, • Intune Endpoint Manager\n, • Windows 365 / Azure Virtual Desktop (AVD)\n\n \n Network & Security \n\n • Cisco Meraki Firewalls, Switches and APs\n, • LAN, WLAN, DNS, VPN\n, • Cloudflare\n\n \n Telephony \n\n • Experience with cloud telephony platforms (e.g. RingCentral, Vonage, Amazon Connect) is beneficial but not a primary focus of the role\n, • MS Teams\n, • Mobile devices – iPhone, iPad\n