Location: Caerphilly, Wales
Business Unit: Services
Reporting Line: Technical Product Owner, Workplace Services
Package: Basic salary plus non-sales incentive
Clearance: SC clearance, or the ability to pass SC clearance, is required
Working Pattern: Hybrid working arrangement, with Monday and Friday as optional working from home days. Shift patterns fall between 07:00 and 18:00, with occasional weekend, public holiday and on-call support.

Join Centerprise as a Workplace Operations Engineer and support managed service customers with reliable, high-quality technical service.

You will work across end user devices, Microsoft cloud services, infrastructure, backup and recovery, helping customers resolve service-impacting issues and maintain confidence in their IT estate.

This is a hands-on operational role with the opportunity to contribute to project and implementation work.

Role Summary

As a Workplace Operations Engineer, you will provide customer-focused 2nd and 3rd line technical support for Centerprise’s Managed Service customers. You will take ownership of incidents, service requests and technical issues, working independently and with colleagues to deliver clear resolutions and a strong customer experience.

The role is primarily based in Caerphilly, with potential travel to customer sites and other Centerprise facilities when required.

What you’ll do

Technical support and service delivery

• Deliver 2nd and 3rd line technical support across customer environments.
• Troubleshoot and resolve hardware, software and service-impacting issues.
• Work within ITIL-aligned processes across incident, problem, change and service request management.
• Support customers with implementation requirements, changes and technical improvements.

Workplace and infrastructure support

• Support Windows and Mac client devices.
• Work with Azure AD, Active Directory, PowerShell, Windows Server and Hyper-V.
• Support Office 365, Azure, Microsoft Intune and AutoPilot.
• Work with market-leading backup and recovery solutions.

Customer ownership

• Take ownership of issues affecting a customer’s estate and drive them through to resolution.
• Keep customers informed with clear, professional updates.
• Work proactively to deliver a high-quality outcome, using both independent judgement and team collaboration.

Process, documentation and improvement

• Support the Service Desk and wider technical teams with tools, work instructions and process improvements.
• Maintain and update technical documentation.
• Contribute to operational improvements that help strengthen support delivery.

Project support

• Support project and implementation activity where required.
• Assist with customer changes, deployments and technical improvements alongside the wider Services team.

What success looks like

• Customers receive clear, professional and effective technical support.
• Service-impacting issues are owned, managed and resolved with minimal disruption.
• Incidents, problems, changes and service requests are handled to a high standard.
• Technical documentation remains accurate, useful and up to date.
• The Service Desk and wider support teams benefit from improved processes, tools and guidance.
• You build trust with customers and colleagues through reliable communication and strong technical delivery.

What you’ll bring

Core experience

• Experience in end user device and operating system management.
• Experience with OS deployment and enterprise mobile device management.
• Experience with M365 administration, Active Directory or domain management.
• Experience with public cloud solutions, including Azure or AWS solution design, implementation or migration.
• Experience delivering technical support in a customer-focused role.

Technical capability

• Windows and Mac client device support.
• Azure AD and Active Directory.
• PowerShell.
• Windows Server and Hyper-V.
• Office 365 and Azure.
• Microsoft Intune and AutoPilot.
• Backup and recovery solutions.
• Troubleshooting across hardware, software and workplace technology services.

Behaviours / approach

• Clear and professional communication.
• Strong problem-solving skills.
• A proactive approach to ownership and resolution.
• Confidence working independently and collaboratively.
• A customer-focused mindset.
• Willingness to constructively challenge, improve processes and support positive outcomes.

Desirable

• Awareness or experience of Intune or equivalent solutions.
• ITIL v3 or ITIL v4.
• Experience training or mentoring junior engineers.
• Knowledge of LAN, WLAN or WAN technologies.
• Knowledge of unified communications technologies, including IP voice and collaboration tools.
• Experience with Microsoft SQL Server.
• Experience with server technologies, particularly VMware or Hyper-V.
• Experience with Microsoft Windows Server 2012 or 2016.

Why join Centerprise

Centerprise is a well-established UK technology provider with over 40 years of experience delivering infrastructure, cloud, managed services and lifecycle solutions.

It combines the strength of a national organisation with the agility of a growing business, supporting public and private sector customers across the UK.

In this role, you will have the opportunity to:

• Support managed service customers across varied technical environments.
• Work with Microsoft cloud, workplace, server, device management and recovery technologies.
• Build experience across operational support, customer change and implementation activity.
• Develop your career within a Services team that supports public and private sector customers.

Benefits

Financial & lifestyle

• Basic salary plus non-sales incentive.
• Pension, including the option to join the Salary Sacrifice/Exchange for Pension scheme, subject to eligibility.
• Electric vehicle salary sacrifice scheme, subject to eligibility.
• Death in service cover at four times basic salary.
• SAGE Employee Benefits scheme.
• Salary sacrifice charity donation scheme.
• Ci Christmas Savings Club.
• Ci Lottery.

Health & wellbeing

• Private medical insurance available, partially subsidised by Centerprise.
• Two personal wellbeing days.
• Company-supported CSR volunteer day.

Work-life balance

• 25 days’ holiday entitlement, rising to 28 days after more than five years’ service.
• Holiday purchase scheme.
• Hybrid working arrangement, with Monday and Friday as optional working from home days.
• Out of town offices with free parking.

Our culture

Centerprise is an equal opportunities employer. We value customer focus, commitment, constructive challenge, dedication and the drive to deliver successful outcomes. We support people who take pride in their work, communicate clearly and want to make a positive contribution to customers, colleagues and the wider business.

Apply now

If you are a technically confident Workplace Operations Engineer with strong customer focus and the ability to deliver reliable support across modern workplace services, we would like to hear from you.