Public Cloud Second Line Engineer

Join as a Public Cloud 2nd Line Engineer, supporting Azure and Microsoft 365 in a managed services environment. Own complex incidents, work with great engineers, and make real impact for customers., As a Public Cloud Second Line Engineer, you'll provide advanced, customer-facing technical support across Microsoft Azure and Microsoft 365 within a managed services environment. Acting as a key escalation point from 1st Line, you'll take ownership of incidents and service requests end-to-end - from deep technical investigation through to resolution or structured escalation to 3rd Line engineering teams.

You'll work hands-on with cloud and productivity platforms, diagnose complex issues, apply permanent fixes where appropriate, and communicate clearly with customers throughout the incident lifecycle. You'll also collaborate closely with internal teams to ensure services are delivered in line with agreed SLAs and customer expectations.

This role will also include providing on-site cover when required at a customer site in West Yorkshire, as well as participation in an on-call rota, including night shifts.

What you'll be doing

• Acting as a 2nd Line escalation point for Azure and Microsoft 365 incidents and service requests
• Owning incidents from investigation through to resolution, keeping customers informed throughout
• Providing advanced troubleshooting across Microsoft Azure, including:

• Virtual Machines
• Azure Storage, Backup and Recovery
• Azure Monitor, Log Analytics and alerting
• Azure Active Directory and RBAC

• Supporting Microsoft 365 services, including:

• Exchange Online (mail flow, mailbox issues, permissions and hybrid scenarios)
• SharePoint Online and OneDrive for Business
• Microsoft Teams (calling, meetings, integrations and client issues)
• Microsoft 365 security and compliance features (where applicable)

• Escalating complex or high-impact issues to 3rd Line teams with clear technical detail and evidence
• Supporting planned changes, maintenance and service improvement activities
• Creating and maintaining technical documentation, knowledge base articles and known error records
• Working closely with Service Desk, Cloud Engineering and wider teams to deliver a consistent support experience
• Providing on-site support when required

• 2-3 years' experience supporting Microsoft technologies in a production environment
• Strong hands-on experience with Microsoft Azure
• Strong experience supporting Microsoft 365 workloads
• Experience supporting hybrid environments (on-premises integrated with Azure and M365)
• Working knowledge of ITIL-aligned support environments
• Excellent customer service skills with the ability to manage multiple priorities
• Strong troubleshooting, analytical and problem-solving capability
• Clear written and verbal communication skills, including technical documentation
• Ability to achieve and maintain NPPV3 with SC clearance

Desirable:

• Valid UK driving licence and access to a car
• Microsoft certifications such as AZ-900 and AZ-104
• Experience supporting large or complex tenant environments

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you., Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.