2nd Line Support Engineer.

2nd Line Support Engineer. focuses on provide second-line technical support for microsoft 365, azure active directory, and intune environments, resolving incidents efficiently and effectively.

What the role involves

• Provide second-line technical support for Microsoft 365, Azure Active Directory, and Intune environments, resolving incidents efficiently and effectively.
• 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.
• Maintaining 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.

Skills and requirements

• At least two years’ experience working in a second-line IT support capacity.
• 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.

Candidate fit

• patience, troubleshooting discipline, clear communication, and accurate ticket handling

Known job details

• Pay: £30,000 – £35,000