Provides third-line support, maintains customer IT infrastructure, and delivers technical changes and deployments across server, cloud and network environments.
To Apply for the Role, please follow the following link - apogeecorp.ciphr-irecruit.com/applicants/vacancy/840/Technical-Consultant---3rd-Line
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.
What you will be doing
- 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
Skills and experience required
You will be a confident 3rd Line engineer with strong Microsoft, infrastructure, and networking capability, and experience working in enterprise or public sector environments.
Essential technical experience includes:
- Strong hands-on experience with Microsoft 365 and Azure
- Strong experience in SCCM System Center Configuration Manager (SCCM)
- 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 WiFi
- 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.
