3rd Line Technical Support Engineer - #2102777

IT Managed Services 3rd Line Service Desk Engineer

Location: Cardiff, United Kingdom

Reports to: Head of Service Desk

Hours: 40hrs per week, which will include a rota & night shifts.

Job Summary: The Third Line Service Desk Engineer will be responsible for providing advanced technical support, managing the infrastructure and security requirements of the client. This role involves handling a variety of complex issues, ensuring system availability, maintaining security standards across various platforms, and providing detailed reporting on all aspects of the Managed Service.

The ideal candidate should be driven, collaborative, and supportive to both internal staff, and the clients the business supports. Working alongside an extremely talented team, you will have every opportunity to show your potential, and excel in a challenging, and rewarding environment.

Role Requirements

Microsoft Infrastructure Management:

• Support the current infrastructure stack, including Microsoft Entra ID, SSO, Azure, VMs consisting of domain controllers, file servers, hosted RDS environment, and other hosted services.
• Maintain patching schedules for VMs, Microsoft applications, third-party applications, and anti-virus definitions including Microsoft Defender.
• Apply critical and high-risk patches within 14 days of release across the estate to maintain compliance with Cyber Essentials standards.
• Monitor usage & availability via the internal monitoring platform.
• Report on compliance with required policy, and remediation efforts where applicable.

MDM/Intune/Autopilot/Endpoint Management Support the current MDM stack, including Microsoft Intune, Apple Business Manager, and MaaS360 (legacy).

• Support device endpoints using Manage Engine Endpoint & Applications Manager.
• Maintain patching schedules and configuration for various devices via policy, and daily checks.
• Ensure daily compliance with application stack and security baselines.
• Manage the zero-touch Autopilot deployment process, identifying efficiency gains
• Monitor usage & availability via the internal monitoring platform.
• Report on endpoint coverage and compliance.
• Automation Champion the development of automation across the client estate.
• Script, using PowerShell, to reduce complexity and increase productivity across the Microsoft environment.
• Develop smoother, more efficient ways of working.

Backup Management

• Working with SaaS backup solution to ensure efficient and smooth operation
• Triaging tickets received via service desk escalation.
• Liaising with 3rd party support for critical requests.

Disaster Recovery and Restore Testing Management:

• Manage, Review, and ensure the Disaster Recovery Plan is fit for purpose, via detailed documentation in conjunction with the client.
• Monthly testing,
• Conduct regular disaster recovery assurance testing for various systems, including (but not limited to) Azure infrastructure failover, M365 backup/restore, network infrastructure failover.
• Act as one of the primary points of contact for incident response, and Major Incident Management (MiM).
• Participate in monthly continuous improvement meetings and collaborate with stakeholders to define recovery objectives, including Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).
• Ensure compliance and documentation remain constant, based on industry standards and organisation expectations

Proactive & Continuous Upgrade Management Rigorous and regular monitoring of the client estate, including all IaaS, SaaS, and connectivity, identifying where efficiencies and solutions could be upgraded.

• Monthly client meetings to demonstrate your technical expertise, and be supportive in answering questions, and discussing options.
• Technical Project involvement for continued client development.

Service Desk Ticketing & Service Requests

• Ticket handling and identification
• Ticket Categorisation and prioritisation
• Investigation & diagnosis
• Escalate/Reassign tickets with internal and external stakeholders
• Develop KB solutions
• Ticket resolutions
• Complaint Handling

Qualifications and Skills

• Bachelor’s degree in computer science, Information Technology, or a related field.
• AZ-104: Microsoft Azure Administrator
• Minimum of 5 years of experience in a similar role.
• Strong knowledge of infrastructure and security management.
• Experience with Azure, AWS, Intune, Manage Engine (Endpoint Central, Applications Manager)
• Excellent problem-solving and communication skills.
• Proficiency in managing virtual machines, network devices, and security systems.
• Ability to handle complex technical issues and provide advanced support.
• Strong analytical and reporting skills.