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3rd Line Support Operations Engineer, Caerphilly

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Client:

Location:

Caerphilly, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

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Job Reference:

9c4ccd1f7391

Job Views:

6

Posted:

19.08.2025

Expiry Date:

03.10.2025

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Job Description:

Responsibilities and Duties

As a Workplace Operations Engineer you will be pivotal in providing expert-level support, managing escalations, and leading complex technical solutions for Managed Service customers. This requires an individual with excellent communication, problem-solving skills, and crucially - the ability to proactively work to a resolution and deliver a high-quality outcome through independent and collaborative working.

The role is based from our production facility in Caerphilly where some of the Services team work from, however there is the added opportunity to spend time in other locations such as customer sites or other facilities. Access to a pool car or hire vehicle will be provided for the purposes of travelling to these locations.

The role requires management and implementation experience of

• Enterprise EUC enonments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.
• Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies.
• Virtualisation technologies (, Proxmox, VMware, Microsoft Hyper-V).
• Market leading Backup and recovery solutions.
• Security Management utilising AntiSpam, Web filtering and various AV Technologies
• Edge Security management Configure, manage and monitor firewalls, VPON’s and security appliances

In the role, you will carry a range of technical and customer-focussed responsibilities, including:

• Delivering outstanding 3rd line technical support as the final escalation point for all EUC-related incidents and service requests whilst working to high standards in the ITIL areas of Incident, Problem, Change and Service Request.
• Managing and optimising enterprise EUC environments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.
• Maintaining and supporting Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies.
• Deploying and managing endpoint security solutions, patching, and compliance policies.
• Providing technical leadership and mentorship to Tier 1 and Tier 2 engineers.
• Working at the technical lead on major incidents, problem management, and root cause analysis to prevent recurring issues.
• Collaborating with project teams on EUC transformation initiatives, including device rollouts, migrations, and modern workplace solutions.
• Maintaining and updating IT documentation and processes.

Working hours fall within the hours of 0700 to 1800 daily, dictated by the shift pattern which you are allocated. Therefore, on occasions you will be required to cover additional shifts in the absence of colleagues, as directed by your manager. Working hours may occasionally include weekend and statutory public holiday working.

• 25 days holiday entitlement rising to 28 days after 5 plus years' service
• 2 days for personal wellbeing
• SAGE
• Pension including option to join Salary Exchange for Pension scheme (SXP)(subject to eligibility criteria)
• Electric Vechile salary safrifice scheme (subject to eligibility criteria)
• Death in service- 4x basic salary
• Private Medical Insurance, partially subsidised
• Salary sacrifice charity donation scheme
• Christmas savings club
• Lottery
• Out of town offices with free parking
• Hybrid working approach- Mon & Fri optional WFH days

Skills-

• Communication Skills- Effectively communicates his/her thoughts in a well organised and effective manner in order to get the desired message across.
• Open Communication- Is proffesional and positive in interacting with others and is able to establish rapport quickly, treating others with courtesy and respect.
• Drive results- Demonstrates a strong work ethic committed to seeing tasks through to completion, whilst taking responsibility for and taking pride in achieving successful results.
• Problem Solving- Solves routine problems effectively, gathering the information necessary to consider a potential way forward that you can share with your manager.

As a Workplace Operations Engineer you will be pivotal in providing expert-level support, managing escalations, and leading complex technical solutions for Managed Service customers. This requires an individual with excellent communication, problem-solving skills, and crucially - the ability to proactively work to a resolution and deliver a high-quality outcome through independent and collaborative working.

The role is based from our production facility in Caerphilly where some of the Services team work from, however there is the added opportunity to spend time in other locations such as customer sites or other facilities. Access to a pool car or hire vehicle will be provided for the purposes of travelling to these locations.

The role requires management and implementation experience of

• Enterprise EUC enonments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.
• Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies.
• Virtualisation technologies (, Proxmox, VMware, Microsoft Hyper-V).
• Market leading Backup and recovery solutions.
• Security Management utilising AntiSpam, Web filtering and various AV Technologies
• Edge Security management Configure, manage and monitor firewalls, VPON’s and security appliances

In the role, you will carry a range of technical and customer-focussed responsibilities, including:

• Delivering outstanding 3rd line technical support as the final escalation point for all EUC-related incidents and service requests whilst working to high standards in the ITIL areas of Incident, Problem, Change and Service Request.
• Managing and optimising enterprise EUC environments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.
• Maintaining and supporting Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies.
• Deploying and managing endpoint security solutions, patching, and compliance policies.
• Providing technical leadership and mentorship to Tier 1 and Tier 2 engineers.
• Working at the technical lead on major incidents, problem management, and root cause analysis to prevent recurring issues.
• Collaborating with project teams on EUC transformation initiatives, including device rollouts, migrations, and modern workplace solutions.
• Maintaining and updating IT documentation and processes.

Working hours fall within the hours of 0700 to 1800 daily, dictated by the shift pattern which you are allocated. Therefore, on occasions you will be required to cover additional shifts in the absence of colleagues, as directed by your manager. Working hours may occasionally include weekend and statutory public holiday working.

• 25 days holiday entitlement rising to 28 days after 5 plus years' service
• 2 days for personal wellbeing
• SAGE
• Pension including option to join Salary Exchange for Pension scheme (SXP)(subject to eligibility criteria)
• Electric Vechile salary safrifice scheme (subject to eligibility criteria)
• Death in service- 4x basic salary
• Private Medical Insurance, partially subsidised
• Salary sacrifice charity donation scheme
• Christmas savings club
• Lottery
• Out of town offices with free parking
• Hybrid working approach- Mon & Fri optional WFH days

Skills-

• Communication Skills- Effectively communicates his/her thoughts in a well organised and effective manner in order to get the desired message across.
• Open Communication- Is proffesional and positive in interacting with others and is able to establish rapport quickly, treating others with courtesy and respect.
• Drive results- Demonstrates a strong work ethic committed to seeing tasks through to completion, whilst taking responsibility for and taking pride in achieving successful results.
• Problem Solving- Solves routine problems effectively, gathering the information necessary to consider a potential way forward that you can share with your manager.
• Proven experience working as a senior engineer within an MSP environment.
• Excellent problem-solving skills and the ability to manage high-pressure escalations.
• Strong communication skills with the ability to work effectively with clients and internal teams.
• Familiarity with ITIL framework and experience in a structured support environment.
• Expert knowledge of Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, Intune Configuration policies and Sentinel.
• Server Technologies: Virtualisation, particularly Proxmox or Microsoft Hyper-V, Microsoft Windows Server 2012 through to 2022.
• Public Cloud Solutions: Azure or AWS solution implementation, migration, and support.
• Exposure to Firewalls - Sophos, Cisco, Fortinet and PF Sense.
• Network Technologies: LAN/WLAN/WAN.
• Solid understanding of networking principles (DNS, DHCP, VPNs) and security best practices.
• Hands-on expertise in PowerShell scripting for automation and system management.
• Strong experience with desktop virtualisation technologies (, Citrix, VMware Horizon, Windows 365, AVD).
• Proven experience of managing and fault-finding AV technologies such as Sophos, Defender etc.

Exposure to the following backup technologies - Veeam, Carbonite, SaaS Protect, E-Vault.

• Experience with device management solutions such as SCCM, Jamf, or equivalent.
• A minimum of 5 years’ experience working in a MSP environment.

Exposure to the following backup technologies - Veeam, Carbonite, SaaS Protect, E-Vault.

Skills Required

• Proven experience working as a senior engineer within an MSP environment.
• Excellent problem-solving skills and the ability to manage high-pressure escalations.
• Strong communication skills with the ability to work effectively with clients and internal teams.
• Familiarity with ITIL framework and experience in a structured support environment.
• Expert knowledge of Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, Intune Configuration policies and Sentinel.
• Server Technologies: Virtualisation, particularly Proxmox or Microsoft Hyper-V, Microsoft Windows Server 2012 through to 2022.
• Public Cloud Solutions: Azure or AWS solution implementation, migration, and support.
• Exposure to Firewalls - Sophos, Cisco, Fortinet and PF Sense.
• Network Technologies: LAN/WLAN/WAN.
• Solid understanding of networking principles (DNS, DHCP, VPNs) and security best practices.
• Hands-on expertise in PowerShell scripting for automation and system management.
• Strong experience with desktop virtualisation technologies (, Citrix, VMware Horizon, Windows 365, AVD).
• Proven experience of managing and fault-finding AV technologies such as Sophos, Defender etc.
• Experience with device management solutions such as SCCM, Jamf, or equivalent.
• A minimum of 5 years’ experience working in a MSP environment.