3rd Line Support Engineer SME - FTC

About the Team

The PXC Cloud Infrastructure department delivers secure, scalable and intelligent digital infrastructure, integrating private and public cloud capabilities that empower innovation, accelerate deliver and safeguard the future of PXC.

We are a team that delivers high quality services to the business; aligned to our values:

• Secure by Design – Security is embedded into everything we do.
• Operational Excellence – We take pride in doing things right the first time, and better every time.
• Cloud-Thinking, Value-Focused – Our solutions are guided by business impact and user experience, maximising value, scalability and accelerating delivery.
• Collaboration Without Boundaries – We enable a consistent collaboration experience for our People.
• One Team – We are one team, supported by our strategic IT Partner, delivering a unified IT vision aligned with PXC’s business objectives.
• Critical National Infrastructure – We provide essential services to support the UK’s Critical National 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 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.

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.
• 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.