3rd Line Support Technician

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations!

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As a 3rd Line Support Technician, you are a senior escalation point within Apogee’s support model. You will handle the most complex incidents that cannot be resolved by 1st or 2nd line teams, while also taking ownership of infrastructure stability, technical improvements, and project delivery.

You will work independently and collaboratively on infrastructure changes, new deployments, and onboarding new customers. You will also play a key role in setting standards
, improving documentation, and feeding knowledge back into the wider support teams.

This role suits someone who enjoys depth, responsibility, and working at enterprise scale.

• Acting as a final escalation point for complex technical issues
• Maintaining and improving customer IT infrastructure, including patching and upgrades
• Designing, implementing, and supporting technical solutions across server, cloud, and network environments
• Contributing to infrastructure change, system improvements, and new deployments
• Supporting client onboarding and producing high-quality technical documentation
• Providing guidance and technical direction to 1st and 2nd line teams
• Working within change control and service management processes
• Supporting customers professionally via phone, email, and self‑service portals
• Participating in an on‑call rota (up to one week in every four)
• Continuing technical development through training and certifications

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.

You are a confident 3rd Line engineer with strong Microsoft, infrastructure, and networking capability, and experience working in enterprise or public sector environments.

• Strong hands‑on experience with Microsoft 365 and Azure
• Proven ability to implement and manage Microsoft Entra, Intune, Autopilot, and Defender
• Strong working knowledge of Windows Server environments (2016+), including AD, Group Policy, DNS, DHCP, and RDS
• Experience maintaining Hybrid Active Directory environments
• Experience with virtualisation platforms such as Hyper‑V or VMware
• Strong understanding of networking fundamentals
  , including VLANs, routing, firewalls, and Wi Fi
• Experience working as a 3rd line escalation point within a tiered support model
• Strong awareness of IT security best practice

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

BASIC DBS:
This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• H…