Job Description

Posted 2 hours ago

2nd Line Support Engineer
London
£30,000 – £35,000
We have an exciting opportunity for a highly motivated individual to join our client, a managed Services Technology business, to work on their rapidly growing Outsourced IT Helpdesk.
As a 2nd Line Engineer, you will be supporting one of their high-profile clients in resolving incidents within their Microsoft 365, Azure Active Directory and Intune environments.
Job Duties
* Provide second-line technical support for Microsoft 365, Azure Active Directory, and Intune environments, resolving incidents efficiently and effectively.
* Investigate, diagnose and resolve complex technical issues escalated from first line support.
* Communicate clearly and professionally with customers, including face-to-face interactions, ensuring a high level of customer satisfaction.
* Maintain accurate documentation of all support activities, including incident reports and resolution steps.
* Collaborate with third-party vendors and internal teams to resolve issues beyond the immediate scope.
* Participate in continuous service improvement initiatives by providing feedback and suggestions.
* Ensure compliance with company policies, procedures and security standards in all support activities.
* Support desktop and mobile device management through Intune, including policy application and troubleshooting.
* Monitor system performance and assist with the deployment of updates or patches as required.
Required Experience:
* At least two years’ experience working in a second-line IT support capacity.
* Strong understanding of Microsoft cloud technologies, including Microsoft 365, Azure Active Directory and Intune.
* Good knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN and firewalls.
* Excellent verbal and written communication skills, with the confidence to engage directly with customers.
* Ability to commute reliably to Central London on a daily basis.
* A relevant IT qualification or equivalent experience in a technical support role is essential.
* Experience supporting Microsoft 365 workloads and Azure Active Directory services.
* Experience with device management solutions, preferably Microsoft Intune.
* Strong problem-solving skills with a methodical approach to incident management.
* Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
* Good interpersonal skills with the ability to explain technical information clearly to non-technical users.
To apply for this role as 2nd Line Support Engineer, please click 'Apply Online' and upload an updated copy of your CV.
**Please include your current Address/Location within your CV or application. Applications without a location may not be considered, and those with a location will be prioritised. If you are looking to relocate, then please state this along with your current location