3rd Line Support Engineer

Key RequirementsAvailable to start immediatelyAble to work onsite in Cardiff, 5 days per weekComfortable acting as a senior escalation point from day one OverviewWe are seeking a 3rd Line Infrastructure Engineer to join on an immediate contract basis, supporting core infrastructure and acting as a key escalation point within the IT team.A primary function of this role will be handling escalations, taking ownership of complex issues from 1st and 2nd line teams, and driving them through to resolution.This is a hands-on role requiring strong experience across Microsoft technologies, virtualisation, and networking, with a focus on maintaining stability and supporting ongoing improvements. Key ResponsibilitiesAct as the main escalation point for complex infrastructure and support issuesTake ownership of escalated tickets from 1st and 2nd line teams through to resolutionTroubleshoot and resolve high-priority / business-critical incidentsSupport and maintain Windows Server environmentsAdminister Microsoft 365 (Exchange Online, SharePoint, Teams)Manage Hyper-V environmentsProvide support across Linux systems where requiredSupport network infrastructure, including switching and firewallsWork with WatchGuard firewalls (VPNs, rules, troubleshooting)Support Aruba / HP switching (VLANs, configuration, troubleshooting)Operate within ISO27001 security standardsFollow ITIL v4 processes (incident, problem, change)Assist with ongoing infrastructure improvements and project work Key Skills & ExperienceExperience in a 3rd Line or strong escalation-focused infrastructure roleProven ability to handle and resolve complex escalationsStrong knowledge of Windows ServerExperience with Microsoft 365 / Azure AD (Entra)Hands-on experience with Hyper-VBasic to intermediate Linux supportGood networking knowledge (TCP/IP, DNS, DHCP, VLANs, VPNs)Experience with WatchGuardExperience with Aruba / HP switching If this sounds like something you excel in, apply now or ping an email over to