IT Support Engineer

• Provide 2nd and 3rd line IT support across cloud, infrastructure and end-user services
• Act as a primary escalation point for complex technical issues
• Support user onboarding and offboarding, including laptop builds, device configuration (Windows and Mac) and mobile devices
• Troubleshoot and support Microsoft 365 (Exchange, Teams, SharePoint)
• Work with Entra ID (Azure AD), Conditional Access and identity management
• Assist with Intune and endpoint management
• Support Windows desktop and server environments
• Support and maintain Azure and cloud-based services
• Assist with security configuration and monitoring, including Microsoft Defender, identity protection, endpoint security and patching
• Perform root cause analysis and implement long-term technical fixes
• Support compliance with security and governance frameworks such as ISO 27001 and Cyber Essentials
• Contribute to IT projects, system upgrades and deployments
• Create and maintain technical documentation and knowledge base articles
• Work closely with the IT Technical Lead and provide cover when required
• Liaise with third-party vendors and service providers

Technologies:

• Active Directory
• Azure
• Cloud
• Support
• ITIL
• Microsoft 365
• Mobile
• PowerShell
• Security
• SharePoint
• Veeam
• Windows
• Office 365

• Proven experience in an IT support role covering 2nd and 3rd line responsibilities
• Strong experience with Microsoft 365
• Experience with Entra ID / Active Directory
• Knowledge of Intune / endpoint management
• Proficiency in Azure (administration, networking and identity)
• Solid understanding of networking fundamentals (DNS, DHCP, VPNs, firewalls)
• Experience supporting Windows server and desktop environments
• Knowledge of Microsoft security tools and best practices
• Strong troubleshooting skills across multiple systems
• Experience working within a small to mid-sized IT team
• PowerShell scripting or automation experience (desirable)
• Backup and disaster recovery exposure (e.g. Veeam) (desirable)
• Experience with Dynamics 365 or other business systems (desirable)
• Familiarity with ITIL-aligned processes (desirable)

At Smart Managed Solutions, we are looking for an experienced IT Support Engineer (2nd/3rd Line) to join our IT team in London. Youll be part of a supportive and technically engaged team where your expertise will be valued and your ideas encouraged. This role offers the opportunity to work with modern Microsoft technologies, contribute to meaningful projects, and develop your skills within a growing organization.