Senior Workplace Operations Engineer

Location: Caerphilly with travel to other Centerprise and customer sites
Business Unit: Services, Workplace Services
Reporting Line: Workplace Operations Team Leader
Package: Basic salary plus non-sales incentive
Clearance: SC clearance required, or the ability to obtain it

Join Centerprise in a senior technical role where your expertise helps keep customer environments secure, stable, and performing at their best.

You will lead on complex escalations, support major incident resolution, and help shape modern workplace services for managed service customers.

This is a role for someone who combines strong technical depth with sound judgement, customer focus, and the confidence to lead from the front.

As a Senior Workplace Operations Engineer, you will provide expert-level support across enterprise end-user computing environments and act as a key escalation point within the Workplace Services team. You will work across Microsoft 365, endpoint management, virtualisation, security, backup, and networking technologies, while supporting customers, mentoring engineers, and contributing to service improvement and workplace transformation initiatives.

• Act as the final escalation point for complex EUC incidents and service requests
• Deliver high-quality 3rd line support across structured service processes, including incident, problem, change, and service request management
• Manage and optimise enterprise workplace environments across Windows, macOS, mobile devices, VDI, and collaboration platforms

• Support and maintain Microsoft 365, Intune, Active Directory, Group Policy, and related workplace technologies
• Deploy and manage endpoint security, patching, and compliance policies
• Work across virtualisation, backup and recovery, public cloud, and core network technologies as part of customer support and improvement activity

• Provide technical leadership and day-to-day guidance to Tier 1 and Tier 2 engineers
• Take the technical lead during major incidents and contribute to root cause analysis to reduce repeat issues
• Maintain clear technical documentation and support the improvement of operational processes

• Work with project teams on device rollouts, migrations, and broader modern workplace initiatives
• Build strong working relationships with customers and internal teams to drive issues through to resolution
• Support delivery across customer and Centerprise sites as required, including participation in an on-call rota and shift-based coverage within service hours

• Complex customer issues are resolved effectively, with clear communication and a high standard of service throughout
• Workplace environments remain secure, well-managed, and aligned with operational and compliance requirements
• Major incidents are handled with control and technical leadership, reducing disruption and repeat failures
• Junior engineers are better supported, more confident, and able to progress through your guidance
• Modern workplace projects are delivered smoothly, with minimal disruption for users and customers
• Documentation and service practices are kept current, helping the wider team work more consistently and efficiently

• Proven experience as a senior engineer within an MSP environment
• Strong background in structured support environments with familiarity with ITIL practices
• Experience managing high-pressure escalations and working directly with customers and internal teams
• A track record of delivering reliable outcomes in complex technical environments

• Expert knowledge of Windows 10 and 11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, configuration policies, and Sentinel
• Strong experience with Windows Server, virtualisation platforms including Proxmox or Microsoft Hyper V, and desktop virtualisation technologies such as Citrix, VMware Horizon, Windows 365, or AVD
• Experience with Azure or AWS implementation, migration, and support
• Good knowledge of LAN, WLAN, WAN, DNS, DHCP, VPNs, and security best practices
• Hands‑on…