Senior 3rd Line Engineer - Office 365 Admin


Cambridge, GB

Category:  IT

Senior 3rd Line Engineer - Office 365 Admin

Permanent, Full Time

£33,000 – £46,400 (depending on experience)




We are looking for someone to join the 3rd line user services team in an Office 365 admin capacity across the whole of Cambridge Assessment.  Come and join our team of five in Cambridge, part of a wider End User Services UK Team including offshore technical engineers.

This is an exciting time to join us as we transform our core IT systems to a modern infrastructure, to achieve our ambitious goal of delivering qualifications to 100 million learners worldwide.


Make your mark doing meaningful work that improves life’s chances for learners.


As the Senior 3rd Line Engineer you will be critical in ensuring our hard-working teams based in Cambridge, the rest of the UK and internationally, can deliver by applying your expertise, with the opportunity to add value on a daily basis.

Leading on technical initiatives and ensuring exceptional customer service, you will have a strong understanding of customer centricity and service orientation, focusing on business satisfaction.   You will be there to ensure that we deliver efficient support to our customers making the difference between success and failure in a time of heightened need, protecting our organisational reputation.  


Friendly team

We are a self-motivated team of experienced 3rd line engineers who work collaboratively with our service desk and 2nd line colleagues. We pride ourselves on delivering excellence, within a fun working environment, and we recognise that learning and development is a key deliverable to our vision,creating plenty of knowledge sharing opportunities.


Progressive workplace

We operate flexible working patterns to cater for the modern workplace, subsidised onsite restaurants, a wellbeing centre and host meet-ups and social events throughout the year.  


What you’ll be doing

Providing high quality 3rd line support you’ll be resolving and fulfilling incidents and service requests, both onsite and remotely.  Taking full ownership, you’ll need to act on your own initiative ensuring your customers’ needs are accurately met.


Liaising with multiple resolver groups, third parties and managers ensuring effective customer service delivery, you’ll also have responsibility for creating, monitoring and publishing KPIs on key SMEs areas.


Advising and leading on technical initiatives in line with the End User Services deliverables roadmap, you’ll also be responsible for creating and maintaining documentation on services and applications.


What we’re looking for

Already a Senior Engineer, in a collaborative, customer focused 3rd line support team, you will be comfortable working at a fast pace.  Able to build trust with stakeholders through customer engagement you will also a have a proven record of accomplishment of achieving results.

An IT qualification such as Microsoft, A+, NVQ, A level or higher educational, and qualifications such as ITILv3 Foundation are desirable, but not essential.


The successful candidate will need:

  • In depth experience in incident and request fulfilment processes
  • Working knowledge of infrastructure technologies
  • Experience of delivering Office 365 into International organisations and supporting end user focused applications in medium to large environment at both 2nd and 3rd line support levels
  • Microsoft Teams administration experience
  • Experience with end user technologies (SCCM, SCSM, configuring, Packaging)
  • Experience in Mobile Device Management solutions, ITSM packages, Windows OS, Microsoft Project, VoIP solutions, Video
  • Conferencing solutions, MS SFB, MS Exchange, Citrix etc.
  • Experience of completing complex IT changes (RFC’s)
  • Experience in using automation tools to reduce manual processes (Nexthink)
  • In depth knowledge of IT end-to-end incident management including a knowledge incident management tools and best practises
  • Proficiency in process formulation, process improvement and communication to other


With excellent analytical, problem-solving, and mathematical skills, you will also need to demonstrate those softer skills needed to work with your stakeholders such as excellent written and oral communication skills, listening and interpersonal skills, and the ability to act on your own intuition.

We will also be looking at how you have demonstrated the ability to effectively prioritise and execute in the busiest of environments.  Highly self-motivated and directed, you be a team player at heart.  With a keen attention to detail.


 Who we are 


Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation. 


This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.




In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:


  • Generous contributory pension
  • 28 days annual leave, plus bank holidays 
  • Annual performance related bonus and increases (discretionary) 
  • Enhanced maternity/paternity pay
  • Employee discount and cash back scheme at 2,500 retailers 
  • Cycle scheme 
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to various local gyms.

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 03/03/2020 and interviews will be held on week commencing 9th March 2020.

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.



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