> Markdown version of [/jobs/ext/1455598-3rd-line-support-engineer-sme-ftc](https://www.wearedevelopers.com/jobs/ext/1455598-3rd-line-support-engineer-sme-ftc). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 3rd Line Support Engineer SME - FTC - **Company:** PXC - Platformx Communications Ltd. - **Location:** Salford, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Active Directory Federation Services, Data Analysis, Antivirus Softwares, Microsoft Azure, Collaborative Software, Domain Name System (DNS), Microsoft Exchange Server, Monitoring of Systems, Issue Tracking Systems, Microsoft Software, Windows PowerShell, Systems Architecture, User Environment Management, Microsoft InTune, Information Technology, Windows Client - **Published:** July 27, 2026 - **Apply:** https://www.totaljobs.com/job/3rd-line-support-engineer/pxc-platformx-communications-ltd-job107751716 ## About the Role * Strong technical expertise in end-user computing environments, including Windows 10/11, Microsoft 365, Active Directory, Entra ID, ADFS, and endpoint management tools such as Intune. * Proven experience in diagnosing and resolving complex technical issues, with strong analytical and troubleshooting skills across multi-technology platforms. * Solid understanding of system architecture, device management, OS build and deployment, and tools such as PowerShell, Microsoft Exchange, Azure, and Windows DNS. * Familiarity with security technologies including antivirus, DLP, encryption, and endpoint compliance. * Knowledge of ITIL processes and experience using ticketing systems in a service management environment. * Ability to identify trends, prioritise incidents, and escalate effectively in line with standard protocols. * Excellent communication skills, with the ability to explain technical concepts clearly to non-technical audiences. * Strong documentation skills and attention to detail, with the ability to produce high-quality technical and support documentation. * A proactive, user-focused mindset with a passion for continuous improvement and innovation. * Ability to work effectively in large, cross-functional teams and collaborate with internal and external stakeholders. Desirable: * Certification in Microsoft technologies (e.g. Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure, Exchange, Active Directory). * ITIL Foundation certification or equivalent. * Experience working with both onshore and offshore support teams. * Experience supporting macOS and mobile platforms (iOS/Android). * Bachelor's degree in Information Technology, Computer Science, or a related field. * Understanding of large-scale ISP or enterprise network environments. ## Description * Act as the subject matter expert for end-user technologies, including Windows devices, Active Directory, collaboration tools, and endpoint management platforms (e.g. Intune). * Ensure end-user computing services operate at optimal performance levels by collaborating with internal teams, strategic IT partners, and external vendors. * Draft end user comms, how-to guides and information to the business as part of the EUC service offerings. * Provide 3rd line troubleshooting, root cause analysis, and expert-level support for complex technical issues, ensuring timely resolution within defined SLAs. * Contribute to the delivery and continuous improvement of end-user platforms supporting strategic projects-ensuring they are secure, reliable, and aligned with business needs and enterprise standards. * Support the design, deployment, and configuration of end-user technologies throughout project delivery. * Use analytics and monitoring tools (e.g., Endpoint Analytics, Customer Thermometer) to assess user experience, identify trends, and recommend improvements that enhance productivity and satisfaction. * Represent the End User Experience function as a consultant on strategic projects, providing technical input and ensuring alignment with the EUC roadmap and Security Strategy. * Maintain accurate documentation and a strong working knowledge of end-user platforms, while staying informed on emerging technologies and industry best practices. * Ensure compliance with security policies and regulatory requirements, supporting the secure configuration and deployment of devices and end user technology applications. * Collaborate with strategic IT business partner support teams and business stakeholders to improve first-line resolution rates, reduce recurring issues, and translate user needs into effective technical solutions. * Contribute to the development of standards, policies, and procedures that support a consistent and high-quality digital workplace experience. * Participate in the on-call support rota, ensuring availability for critical incident response and escalation. * Continuously identify and implement opportunities for service improvement, simplification, and innovation across the end-user computing landscape. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Challenges of building React and React Native apps](https://www.wearedevelopers.com/videos/448-challenges-of-building-react-and-react-native-apps) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk)