Technical Consultant - 3rd Line

ABOUT US

Apogee is one of the UK's leading managed workplace services providers and part of HP Inc. We are a people-focused business that invests in career development, wellbeing and creating opportunities for our colleagues to grow. Alongside a competitive benefits package, we support professional development, community volunteering, wellbeing initiatives and employee recognition throughout the year.

We are committed to creating an inclusive workplace where everyone feels valued and supported. As a Disability Confident Employer and Armed Forces Covenant Bronze Award holder, we welcome talent from all backgrounds and are passionate about helping people succeed, whether they are taking the next step in their career or returning to work after a break.

JOB DETAILS

As a 3rd Line Support Technician, you are a senior escalation point within Apogee's support model. You will handle the most complex incidents that cannot be resolved by 1st or 2nd line teams, while also taking ownership of infrastructure stability, technical improvements, and project delivery.

You will work independently and collaboratively on infrastructure changes, new deployments, and onboarding new customers. You will also play a key role in setting standards, improving documentation, and feeding knowledge back into the wider support teams.

This role suits someone who enjoys depth, responsibility, and working at enterprise scale.

What you will be doing:

• Acting as a final escalation point for complex technical issues
• Maintaining and improving customer IT infrastructure, including patching and upgrades
• Designing, implementing, and supporting technical solutions across server, cloud, and network environments
• Contributing to infrastructure change, system improvements, and new deployments
• Supporting client onboarding and producing high-quality technical documentation
• Providing guidance and technical direction to 1st and 2nd line teams
• Working within change control and service management processes
• Supporting customers professionally via phone, email, and self-service portals
• Participating in an on-call rota (up to one week in every four)
• Continuing technical development through training and certifications

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week

SKILLS AND EXPERIENCE REQUIRED

You will be a confident 3rd Line engineer with strong Microsoft, infrastructure, and networking capability, and experience working in enterprise or public sector environments.

Essential technical experience includes:

• Strong hands-on experience with Microsoft 365 and Azure
• Strong experience in SCCM System Center Configuration Manager (SCCM)
• Proven ability to implement and manage Microsoft Entra, Intune, Autopilot, and Defender
• Strong working knowledge of Windows Server environments (2016+), including AD, Group Policy, DNS, DHCP, and RDS
• Experience maintaining Hybrid Active Directory environments
• Experience with virtualisation platforms such as Hyper-V or VMware
• Strong understanding of networking fundamentals, including VLANs, routing, firewalls, and WiFi
• Experience working as a 3rd line escalation point within a tiered support model
• Strong awareness of IT security best practice

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.

BASIC DBS:

This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

SC CLEARANCE:

For this role, you will be required to obtain SC Clearance - which includes a basic criminal record check. For more information about security clearance levels and the SC vetting process, please refer to the relevant guidance available on the GOV.UK website.