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
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Manage Entra ID, SSO, Azure, VMs, domain controllers, file servers, RDS.
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Patch management across OS, apps and antivirus (Defender).
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Ensure compliance with Cyber Essentials and report on system health.
💻 Endpoint Management & MDM
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Use Intune, Autopilot, Apple Business Manager, Manage Engine, MaaS360 (legacy).
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Keep devices secure and compliant through patching and policies.
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Report on endpoint coverage and daily compliance checks.
⚙️ Automation & Scripting
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Push automation using PowerShell.
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Find smarter, more efficient ways to run systems and reduce manual work.
💾 Backups & DR
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Manage SaaS backup solutions.
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Run DR tests (Azure failover, M365 restore, network failover).
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Work with clients on recovery planning (RTO/RPO), and act as an escalation point during incidents.
📈 Monitoring & Proactive Support
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Proactively identify improvements in IaaS, SaaS, and network services.
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Attend monthly client reviews—add value, answer questions, and advise on upgrades.
🎫 Ticketing & Support
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Handle tickets from start to finish: triage, investigate, resolve, document.
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Collaborate with internal teams and 3rd parties when needed.
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Develop knowledge base articles to improve support speed and consistency.
The absolute ideal skills mix would include:
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3-5+ years in a, IT support or infrastructure role
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Strong experience with Microsoft Azure, Intune, Manage Engine, and M365
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AZ-104 certification (or working towards it)
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Confident scripting with PowerShell
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Hands-on with VMs, networking, security and DR planning
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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!