3rd Line Technical Support Engineer

About the role

The Third Line Service Desk Engineer will provide advanced technical support for a managed services client in Cardiff. You will work within a talented team, handling complex issues, maintaining system availability, and ensuring security compliance across a Microsoft‑centric environment.

Key responsibilities

• Support Microsoft infrastructure including Entra ID, Azure, domain controllers, file servers, and RDS.
• Maintain patching schedules for VMs, Microsoft and third‑party applications, and Microsoft Defender, applying critical patches within 14 days.
• Manage MDM stack (Intune, Apple Business Manager, MaaS360) and endpoint protection via ManageEngine Endpoint & Applications Manager.
• Automate routine tasks using PowerShell to improve efficiency and reduce complexity.
• Oversee SaaS backup solution, triage escalated tickets, and coordinate with third‑party support for critical incidents.
• Monitor usage and availability through internal monitoring tools and report on compliance and remediation efforts.

Required profile

• Motivated, collaborative and supportive attitude towards internal teams and client staff.
• Ability to work within a 40‑hour rota that includes night shifts.
• Strong problem‑solving skills and a focus on delivering high‑quality technical solutions.

Required skills

• Microsoft Entra ID, Azure, Virtual Machines, Domain Controllers, File Servers, Remote Desktop Services.
• Microsoft Defender, patch management, Cyber Essentials compliance.
• Microsoft Intune, Apple Business Manager, MaaS360 (legacy).
• ManageEngine Endpoint & Applications Manager.
• PowerShell scripting for automation.
• Experience with SaaS backup solutions and disaster recovery processes.