VR #3411003 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 2nd Line Support 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 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. **
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