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IT Service Desk – 3rd Line Engineer

Reports To: 3rd Line Team Leader (Head of IT Infrastructure)

Location: Wilmslow / Hybrid / Remote

Hours of Work: Mon–Fri, staggered start/finish times between 8am and 6pm. Occasional work outside these hours may be required to support change windows or incidents; TOIL applies.

The Role

The IT Service Desk is the single point of contact for all IT services, requests, and incidents. It's a busy, dynamic, fast-paced team supporting Citation Group's multiple business units across the UK, Canada, and Australia.

As a member of the 3rd Line Team, you will be responsible for building, managing, and maintaining company infrastructure across a multi-tenant, multi-country Microsoft 365 and Azure environment. The role of the IT Support team is to ensure colleagues have the technology they need to achieve business objectives — whether in the office or working remotely.

Alongside day-to-day ticket resolution, you'll work on infrastructure projects and change initiatives — from platform migrations to identity and security improvements — balancing planned project work with reactive support.

We're looking for customer-focused engineers to join our IT department, supporting colleagues both in the office and remotely across the UK (and coordinating with Canada/Australia counterparts).

This role suits someone with 3+ years of experience in a similar role.

Duties

Include but not limited to:

  • 3rd line support of technology-related incidents within agreed SLAs

  • Contributing to infrastructure projects and change initiatives alongside day-to-day ticket work

  • Resolution of escalated colleague service requests or incidents as assigned within SLA, logged and tracked via service desk

  • Building, configuring, and maintaining Azure infrastructure — virtual machines, networking, storage, and app services

  • Supporting Azure governance activities — naming/tagging standards, Azure Policy, RBAC, and PIM

  • Performing systems administration activities such as performance tuning and data management across Azure and on-prem infrastructure

  • Managing identity and access — user/group administration, Conditional Access policies, and enterprise application configuration in Entra ID

  • Monitoring and reviewing quality of service delivered

  • Remediating vulnerability findings (patching, configuration fixes, closing out scan results) across networks, systems, and applications

  • Planning, implementing, and optimising cloud and on-prem data storage technologies

  • Installing, managing, controlling, deploying, and maintaining infrastructure systems software to meet operational needs and service levels

  • Installing and testing, or decommissioning and removing, systems or system components

  • Supporting device provisioning and lifecycle management, including Windows and Cloud PC (Windows 365) estates

  • Raising and documenting changes in line with the change management process (standard/normal/emergency changes)

  • Producing and maintaining system, solution, and knowledge base documentation

  • Liaising with 3rd party suppliers

  • Travel to other offices as and when required

Skills

  • 3+ years' experience in Microsoft Azure infrastructure and/or Entra ID identity & access administration (other specialist areas below are an advantage, not a substitute)

  • Strong communication and customer service skills, putting colleagues at the heart of everything you do

  • Proven organisational skills with good attention to detail

  • Comfortable balancing planned project work with reactive incident/ticket demands

  • Clear, thorough approach to documenting changes and solutions for others to follow

  • Ability and desire to learn about the systems we support

  • Ability to prioritise your own workload and manage expectations

Qualifications / Certifications (Preferred)

  • ITIL Foundation

  • AZ-104 — Microsoft Azure Administrator

  • SC-300 — Microsoft Identity and Access Administrator

  • Other relevant Microsoft or specialist certifications (e.g. AZ-500, MS-102)

Technologies & Specialisms

Knowledge and experience in several of the following is preferred.

Cloud — Microsoft Azure

  • Virtual machines, storage accounts, and app services

  • Networking — hub-and-spoke topology, private endpoints, DNS

  • Governance — naming/tagging standards, Azure Policy, Management Groups

  • Identity & access — RBAC, Privileged Identity Management (PIM), managed identities

  • Key Vault and secrets management

  • Backup and patching (Azure Update Manager)

Microsoft Based Technologies

  • Windows Platforms – Windows 10, 11, Server 2016+

  • Active Directory, Entra ID, PowerShell

  • Entra ID — Conditional Access, Enterprise Applications, SSO, identity and access management (IAM)

  • M365 – Exchange, Teams, SharePoint/OneDrive

  • Intune Endpoint Manager

  • Windows 365 / Azure Virtual Desktop (AVD)

Network & Security

  • Cisco Meraki Firewalls, Switches and APs

  • LAN, WLAN, DNS, VPN

  • Cloudflare

Telephony

  • Experience with cloud telephony platforms (e.g. RingCentral, Vonage, Amazon Connect) is beneficial but not a primary focus of the role

  • MS Teams

  • Mobile devices – iPhone, iPad