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# 3rd Line Support Engineer SME - FTC

- **Company:** PlatformX Communications
- **Location:** Manchester, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Active Directory Federation Services, Antivirus Softwares, Microsoft Azure, Collaborative Software, Domain Name System (DNS), Microsoft Exchange Server, Issue Tracking Systems, Microsoft Software, Windows PowerShell, Systems Architecture, Microsoft InTune, Information Technology, Windows Client
- **Published:** August 17, 2026
- **Apply:** https://www.efinancialcareers.com/jobs-United_Kingdom-Manchester-3rd_Line_Support_Engineer_SME_-_FTC.id24203567

## About the Role

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. At PXC, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself. We're also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

## Description

Infrastructure, ensuring full compliance with UK legislation. Resilience - Delivering highly available, cyber resilient solutions. Key Responsibilities 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, 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. Success Criteria Essential 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.


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