3rd Line Support Operations Engineer

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 environments, 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 Anti Spam, Web filtering and various AV Technologies.
• Edge Security management Configure, manage and monitor firewalls, VPON’s and security appliances.

• 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
• Holiday purchase scheme
• 2 days for personal wellbeing
• 1 company supported CSR volunteer day
• SAGE
• Pension including option to join Salary Exchange for Pension scheme (SXP)(subject to eligibility criteria)
• Electric Vehicle salary sacrifice 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

• Communication Skills—effectively communicates his/her thoughts in a well organised and effective manner to get the desired message across.
• Open Communication—professional and positive in interacting with others and 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, while taking responsibility for and 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…