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About the Role
This is a senior, hands-on technical position requiring strong experience across Microsoft cloud, infrastructure, identity, endpoint management, and networking technologies. The successful candidate will take ownership of complex 3rd-line incidents, troubleshoot issues to root cause, implement technical changes in production environments, and act as a technical escalation point for other engineers.
Responsibilities
- Take ownership of complex 3rd-line incidents.
- Troubleshoot issues through to root cause.
- Implement technical changes within production environments.
- Act as a technical escalation point for other engineers.
- Independently investigate unfamiliar or complex technical problems using diagnostic tools, logs, monitoring platforms and vendor documentation.
- Plan and implement technical changes within production environments, including impact and risk assessment, testing, implementation, validation and rollback planning.
- Operate as a senior technical escalation point for 1st and 2nd-line engineers and take ownership of incidents where standard troubleshooting processes have been exhausted.
- Mentor engineers, provide technical guidance, and share expertise.
- Contribute towards improving the technical capability of the wider support team.
- Produce clear and accurate technical documentation, including implementation documentation, troubleshooting guides, support procedures, knowledge articles and technical handover documentation.
- Manage multiple technical incidents and priorities independently while working effectively as part of a wider technical team.
- Demonstrate a commitment to continuous professional development and maintaining knowledge of evolving Microsoft cloud, infrastructure, security and networking technologies.
Requirements
- Demonstrable hands-on experience across the majority of the technologies listed within the Essential Requirements.
- Experience supporting environments incorporating both traditional on-premises infrastructure and Microsoft cloud services, including troubleshooting issues that span multiple technologies.
- Proven experience working within a 3rd Line, Infrastructure, Systems or Cloud Engineering role, taking ownership of escalated technical incidents from initial investigation through to resolution.
- Excellent written and verbal communication skills, with the ability to communicate complex technical information clearly to both technical and non-technical audiences.
- Demonstrable experience delivering a high standard of customer service while managing technically complex incidents, priorities and customer expectations.
Skills
- Microsoft 365 administration and troubleshooting (Exchange Online, SharePoint Online, Microsoft Teams, OneDrive, Microsoft Entra ID).
- Microsoft Azure administration and troubleshooting (Virtual Machines, storage, networking, identity and access management).
- Microsoft Entra ID knowledge (Conditional Access, Multi-Factor Authentication (MFA), authentication methods, user and group management).
- Microsoft Intune endpoint management (device enrolment, configuration profiles, compliance policies, application deployment).
- Windows Server administration and troubleshooting (Active Directory Domain Services, Group Policy, DNS, DHCP).
- Azure Monitor configuration, administration and troubleshooting (alerts, action groups, Log Analytics workspaces, monitoring queries).
- Practical understanding of networking technologies and troubleshooting (TCP/IP, DNS, DHCP, VLANs, routing, NAT, VPN technologies).
- Azure Networking administration and troubleshooting (Virtual Networks, subnets, Network Security Groups (NSGs), Route Tables, Azure Firewall).
- PowerShell scripting for administration, troubleshooting and automation.
- Advanced troubleshooting of complex infrastructure, networking, identity, endpoint and cloud issues.
- Experience with Azure Virtual Desktop (AVD) administration, configuration and troubleshooting.
- Experience administering and troubleshooting Azure App Service.
- Experience administering Azure Key Vaults, secrets, certificates and access permissions.
- Experience configuring, administering and troubleshooting Microsoft Global Secure Access.
- Experience using Bicep and/or Terraform for the deployment and management of Azure infrastructure.
- Experience using Azure DevOps, including repositories, pipelines and infrastructure deployment.
- Experience in administering Azure Enterprise Applications, app registrations, client secrets and certificates and Single Sign-On (SSO).
- Experience administering and troubleshooting certificates, including deployment, renewal, expiry and authentication issues.
- Experience administering Microsoft Defender technologies and investigating security alerts and incidents.
- Knowledge of routing, NAT, site-to-site VPNs, remote-access VPNs, firewall technologies and complex network troubleshooting.
- Cisco ASA administration and troubleshooting.
- Cisco Meraki administration and troubleshooting.
- Ubiquiti UniFi administration and troubleshooting.
- VMware administration and troubleshooting.
- Microsoft Hyper-V administration and troubleshooting.
- Linux server administration and troubleshooting.
- Working knowledge of SQL and experience investigating or troubleshooting database-related issues.
- Knowledge of ITIL principles and experience working within structured Incident, Problem, Change and Service Management processes.
- Relevant Microsoft certifications across Azure, Microsoft 365, Security, Identity or Endpoint Management.
Location
- UK-based
Work Type
- Full-time
- Hybrid Working
- Home working
- Part time
Experience Level
- Senior
- 3rd Line Engineering Experience
Education Level
- Relevant Microsoft certifications across Azure, Microsoft 365, Security, Identity or Endpoint Management.
Benefits
- Autonomy to develop and grow skills and experience
- Be part of exciting project work that is making a difference in society
- Strong, inspiring, and thought-provoking leadership
- A supportive and collaborative environment
- Access to LinkedIn Learning
- Management development programme
- Training
- 24/7 confidential employee assistance programme
- Flexible Working
- Home working
- Part time working
- Office parties
- Breakfast Tuesdays
- Monthly pizza Thursdays
- Thirsty Thursdays
- Commitment to charitable causes
- 25 days of annual leave a year, plus bank holidays
- Option to buy 5 extra days each year
- 2 paid days per year to volunteer
- Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
- Life Assurance of 4 times base salary
- Non-contributory Private Medical Insurance (spouse and dependants included)
- Non-contributory Worldwide Travel Insurance (spouse and dependants included)
- Enhanced Maternity and Paternity Pay
- Season ticket loan
- Cycle to work scheme
About the Company
- Methods is a £100M+ IT Services Consultancy who has partnered with a range of central government departments and agencies to transform the way the public sector operates in the UK.
- Established over 30 years ago and UK-based, we apply our skills in transformation, delivery, and collaboration from across the Methods Group, to create end-to-end business and technical solutions that are people-centred, safe, and designed for the future.
- Our human touch sets us apart from other consultancies, system integrators and software houses - with people, technology, and data at the heart of who we are, we believe in creating value and sustainability through everything we do for our clients, staff, communities, and the planet.
- We support our clients in the success of their projects while working collaboratively to share skill sets and solve problems.
- At Methods we have fun while working hard; we are not afraid of making mistakes and learning from them.
- Predominantly focused on the public-sector, Methods is now building a significant private sector client portfolio.
- Methods was acquired by the Alten Group in early 2022.