Senior Technical Consultant (3rd Line)

As part of the 3rd Line Support team, you will act as a key escalation point for technical issues that 1st and 2nd line teams cannot resolve. You will be hands‑on with infrastructure support, patching, software updates, and maintaining service stability across a large and complex environment.

You will also play a central role in projects – from onboarding new clients to delivering infrastructure improvements and evaluating new solutions. This is not a “ticket queue and wait” role – you will be actively shaping how services run and evolve.

Expect a strong mix of technical problem solving, customer interaction, and collaborative engineering work, with occasional deep‑dive investigation where the root cause is anything but obvious.

Key responsibilities

• Act as escalation point for complex technical incidents and service issues
• Maintain and support customer IT infrastructure, including patching and updates
• Produce and maintain technical documentation, feeding insights back to lower support tiers
• Support infrastructure projects, client onboarding, and service improvements
• Work across specialist areas such as EUC, Azure, Microsoft 365, networking, and endpoint management
• Ensure all work is accurately recorded and delivered in line with SLAs
• Engage directly with customers via phone, email, and portal in a professional manner
• Participate in an on‑call rota (approximately one week in four)
• Commit to ongoing learning and technical development

Hours: 37.5 hours per week, Monday to Friday. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.

SKILLS AND EXPERIENCE REQUIRED

• Microsoft 365 and Azure services, including Entra, Intune, Autopilot, and Defender
• Microsoft Endpoint Manager (SCCM) and Intune at scale
• Windows 10 and Windows 11 enterprise environments (ideally 5,000+ devices)
• Windows Server environments including Active Directory, Group Policy, DNS, DHCP, RDS
• Virtualisation technologies such as VMware or Hyper‑V
• Hybrid Active Directory environments
• Networking fundamentals including VLANs, routing, firewalls, switching, and WiFi
• Exposure to enterprise security practices

Nice to Have

• Exchange or Exchange Online experience
• Clustered Windows environments
• Public sector or large enterprise environments
• Hardware infrastructure such as SANs, NAS, UPS systems
• Vendor experience such as Sophos, Meraki, or Ubiquiti

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.

This post is subject to a Standard Disclosure and Barring Service (DBS) check. As this role is exempt from the Rehabilitation of Offenders Act 1974, applicants are required to disclose all spent and unspent convictions, cautions, reprimands, and final warnings that are not protected under the Exceptions Order 1975. We are committed to fair recruitment and will consider disclosed information on a case‑by‑case basis, in line with our policy on the recruitment of ex‑offenders.

BENEFITS

• Flexible working options
• 33 days holiday including bank holidays
• Enhanced family‑friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

WHY JOIN APOGEE

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award‑winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

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