Third Line Service Desk Engineer

Third Line Service Desk Engineer

• Annual Salary: £30,000 - £35,000
• Location: Cardiff
• Job Type: Full-time - Shift Pattern Applies 

We are seeking a Third Line Service Desk Engineer to provide advanced technical support, manage infrastructure and security requirements, and ensure system availability across various platforms. This role is ideal for someone who is driven, collaborative, and eager to excel in a challenging and rewarding environment.

Day-to-day of the role:

• Microsoft Infrastructure Management:
  • Support and maintain the current infrastructure stack including Microsoft Entra ID, SSO, Azure, and VMs.
  • Maintain patching schedules and apply critical patches within compliance timelines.
  • Monitor system usage and availability, and report on compliance and remediation efforts.
• MDM/Intune/Autopilot/Endpoint Management:
  • Support the current MDM stack including Microsoft Intune and Apple Business Manager.
  • Manage device endpoints and maintain patching schedules and configurations.
  • Ensure compliance with application stack and security baselines, and manage the zero-touch Autopilot deployment process.
• Automation and Backup Management:
  • Develop and champion automation across the client estate using PowerShell.
  • Manage Vista’s SaaS backup solution and ensure its smooth operation.
• Disaster Recovery and Restore Testing Management:
  • Manage and review the Disaster Recovery Plan to ensure it is fit for purpose.
  • Conduct regular disaster recovery assurance testing for various systems.
  • Act as a primary contact for incident response and Major Incident Management (MiM).
• Proactive & Continuous Upgrade Management:
  • Monitor the client estate rigorously, identifying potential upgrades and efficiencies.
  • Participate in technical projects and monthly client meetings to demonstrate expertise and support client development.
• Service Desk Ticketing & Service Requests:
  • Handle, categorise, and prioritise tickets.
  • Investigate and diagnose issues, escalate/reassign tickets, and develop knowledge base solutions.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in a similar role.
• Strong knowledge of infrastructure and security management.
• Experience with Azure, AWS, Intune, and Manage Engine (Endpoint Central, Applications Manager).
• Excellent problem-solving and communication skills.
• Proficiency in managing virtual machines, network devices, and security systems.
• Strong analytical and reporting skills.

To apply for the Third Line Service Desk Engineer position, please apply online or for more information please contact me on