1st/2nd Line Support Engineer

• Deliver first and second-line support to all JN Civils employees
• Log, update and resolve tickets within SLA using ManageEngine ServiceDesk Plus
• Provide support across Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• User lifecycle management within Entra ID (MFA, Conditional Access, password resets)
• Manage Windows 11 devices through Microsoft Intune / MobileIron
• Monitor endpoint compliance and security posture
• Support Hyper-V infrastructure and daily backup checks
• Troubleshoot Wi-Fi, DNS, DHCP, VPN and general network issues
• Assist with UniFi networking estate
• Support vulnerability management, patching cycles and Microsoft Defender alerts
• Follow company change management and governance procedures
• Support internal SaaS platforms, financial systems, procurement tools

Essential

• Microsoft 365 administration experience
• Entra ID operations (identity, MFA, CA)
• Intune / MobileIron endpoint management
• Windows 11 troubleshooting
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• ITSM ticketing experience
• Understanding of security, patching and compliance principles

Desirable

• PowerShell scripting
• Hyper-V management
• UniFi networking & VLAN configuration
• Microsoft Business Central
• Experience with SAML, DLP, NAC technologies

Behavioral Competencies

• Strong communication skills and user engagement
• High attention to detail
• Ownership and accountability
• Process-driven and compliance-focused
• Ability to operate in a fast-moving environment

Key Performance Indicators

• SLA adherence and response times
• Endpoint compliance and security posture
• Ticket quality and communication
• Patch/vulnerability cycle performance
• Support for internal and external audit readiness

• Multi-site work across the UK
• Overtime and on-call opportunities
• Exposure to modern cloud technologies and ongoing projects
• UK driving licence and DBS check required

Pay: £32,000.00-£34,000.00 per year