Senior Workplace Operations Engineer

Caerphilly, Mid Glamorgan
CENTERPRISE INTERNATIONAL LIMITED
Benefits

• 25 days holiday entitlement rising to 28 days after 5 years’ service
• Holiday Purchase Scheme
• Company supported CSR Volunteer Day
• 2 days for personal wellbeing
• Pension – including option to join Salary Sacrifice/Exchange for Pension scheme (SXP) (subject to eligibility criteria)
• Electric Vehicle salary sacrifice scheme (subject to eligibility criteria)
• Death in Service – 4 times basic salary
• Private Medical Insurance available, partially subsidised by Ci
• SAGE Employee Benefits scheme
• Salary sacrifice charity donation scheme
• Ci Christmas Savings Club
• Ci Lottery
• Out of town offices with free parking
• Hybrid working arrangement – Monday & Friday optional WFH days

Business Unit

Services – Workplace Services

Reporting to

Workplace Operations Team Leader

Location/site

Caerphilly with potential to travel to other Ci/customer sites

Vetting requirements

Yes

Company Overview

Centerprise International (Ci) was established in 1983 and has over 30 years of experience and expertise in providing innovative products and services. Our financial strength, breadth and quality of services offered, together with our enviable record of success in supplying under many framework agreements and winning many government contracts makes Ci one of the leading ICT suppliers. Our cash reserves, recent strategic acquisitions and the quality of contracts held are an assurance of our future growth. Throughout its history, Ci has evolved to meet market demands and now offers Managed Services and Solution Design to complement our own products Ci actively seeks to attract talented ambitious individuals, to nurture and develop through their career with the organisation. The Ci Group comprises of wholly owned companies and a joint venture business, so the opportunity to build a wide and varied career path truly exists. All employees have the opportunity learn from successful, capable business professionals within the organisation, to absorb knowledge and experience first hand how a thriving privately owned business operates.

Role Description

As a Workplace Operations Engineer you will be pivotal in providing expert level support, managing escalations, and leading complex technical solutions for Centerprise’s Managed Service customers. This requires an individual with excellent communication, problem solving skills, and crucially – the ability to proactively work to a resolution and deliver a high quality outcome through independent and collaborative working.

The role is based from either our production facility in Caerphilly or our head office in Basingstoke, Hampshire where the Ci Services team work from, however there is the added opportunity to spend time in other locations such as customer sites or other Ci facilities. Access to a pool car or hire vehicle will be provided for the purposes of travelling to these locations.

The role requires management and implementation experience of

• Enterprise EUC environments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.
• Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies.
• Virtualisation technologies (e.g., Proxmox, VMware, Microsoft Hyper V).
• Market leading Backup and recovery solutions.
• Security Management utilising AntiSpam, Web filtering and various AV Technologies.
• Edge Security management (configure, manage and monitor firewalls, VPNs and security appliances).

In the role, you will carry a range of technical and customer focussed responsibilities, including:

• Delivering outstanding 3rd line technical support as the final escalation point for all EUC related incidents and service requests whilst working to high standards in the ITIL areas of Incident, Problem, Change and Service Request.
• Managing and optimising enterprise EUC environments, including Windows, macOS, mobile devices, virtual desktops (VDI), and collaboration tools.
• Maintaining and supporting Microsoft 365, Intune, Active Directory, Group Policy, and other modern workplace technologies. Deploying and managing endpoint security solutions, patching, and compliance policies.
• Providing technical leadership and mentorship to Tier 1 and Tier 2 engineers.
• Working at the technical lead on major incidents, problem management, and root cause analysis to prevent recurring issues.
• Collaborating with project teams on EUC transformation initiatives, including device rollouts, migrations, and modern workplace solutions.
• Maintaining and updating IT documentation and processes.

Working hours fall within the hours of 07:00 to 18:00 daily, dictated by the shift pattern which you are allocated. Therefore, on occasions you will be required to cover additional shifts in the absence of colleagues, as directed by your manager. Working hours may occasionally include weekend and statutory public holiday working. The Company may from time to time require you to work such additional hours as may be necessary for the proper performance of your duties. Additionally, there is an on call rota for remote out of hours technical support which you would be a part of.

Experience and Skills

• Core Responsibilities
  • Proven experience working as a senior engineer within an MSP environment.
  • Excellent problem solving skills and the ability to manage high pressure escalations.
  • Strong communication skills with the ability to work effectively with clients and internal teams.
  • Familiarity with ITIL framework and experience in a structured support environment.
  • Expert knowledge of Windows 10/11, Microsoft 365, Intune, Autopilot, Azure AD, Group Policy, Intune Configuration policies and Sentinel.
  • Server Technologies: Virtualisation, particularly Proxmox or Microsoft Hyper V, Microsoft Windows Server 2012 through to 2022.
  • Public Cloud Solutions: Azure or AWS solution implementation, migration, and support.
  • Exposure to Firewalls – Sophos, Cisco, Fortinet and PF Sense.
  • Network Technologies: LAN/WLAN/WAN – solid understanding of networking principles (DNS, DHCP, VPNs) and security best practices.
  • Hands on expertise in PowerShell scripting for automation and system management.
  • Strong experience with desktop virtualisation technologies (e.g., Citrix, VMware Horizon, Windows 365, AVD).
  • Proven experience managing and fault finding AV technologies such as Sophos, Defender etc.
  • Exposure to backup technologies – Veeam, Carbonite, SaaS Protect, E Vault.
• Supplementary Skills
  • Experience with device management solutions such as SCCM, Jamf, or equivalent.
  • ITIL v3/4 Foundation.
  • UC Technologies: IP voice, Collaboration Database systems: Microsoft SQL Server.
  • A minimum of 5 years’ experience working in an MSP environment.
  • Use of 3rd party patching tools such as Ninja, Action1, Winget etc.

Company Profile

• Ensure customer satisfaction is our number one priority.
• Be true to your work and go the extra mile to deliver on your promise.
• Have the strength to make a difference and don’t be afraid to constructively challenge the status quo.
• Be innovative and do all that is reasonable to deliver a positive outcome.
• Giving your time and energy in the best interests of the Company.
• Customer Centric – Ensure customer satisfaction is our number one priority.
• Commitment – Be true to your work and go the extra mile to deliver on your promise.
• Courage to Challenge – Have the strength to make a difference and don’t be afraid to constructively challenge the status quo.
• Succeed – Be innovative and do all that is reasonable to deliver a positive outcome.
• Dedication – Giving your time and energy in the best interests of the Company.