Infrastructure Support Engineer (3rd Line)

In this role you will be providing 3rd Line technical support to the hardware and software of the desktop environment, including SCCM, Group Policy, and deployed applications. In addition you will be assisting in the creation and management of Windows Images (WIMS) to supplement the Operating System Deployment (OSD) for desktops, laptops & workstations on the client's estate.

The role will also require you to assist the delivery of IT Services to the end client through supply of contracted services/value add as well as delivering an effective and efficient customer focused service to all staff for clients.

This role will require you to successfully complete high level government vetting

What you'll do

• Management of WIMS and OSD for desktop environment


• Development and creation a standard WIM image


• Production of OSD task sequencing for various H/W platforms


• Assistance in testing of newly created SOE’s


• Troubleshooting of SOE or build-related issues


• Liaising with suppliers in the correction of faults and the implementation of software and hardware fixes and upgrades


• Documentation of all technical solutions within the Service Desk knowledge base


• Provision of technical support and training to 1st and 2nd Line Service Desk Analysts


• Testing and documentation of new hardware


• Writing of user documentation to support the front office hardware and software infrastructure


• Investigation into new product and solutions including recommendations


• Creation of group policies and administration of existing ones


• Analysis, management, and deployment of Microsoft patches to the desktop environment

What you'll need

• In depth knowledge of Microsoft client operating systems (Windows 10/11)


• Active Directory and GPO’s


• Microsoft SCCM


• Microsoft Group Policy administration


• Extensive experience of working in a desktop support environment


• Knowledge of WIMS & their management.


• Experience in System Centre Configuration Manager (SCCM), Assessment and Deployment Kit (ADK) and Microsoft Deployment Toolkit.


• Network Infrastructure


• Ability to manage & create documents which are professional & articulate.


• Successfully complete high level government vetting