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