2nd Line IT Support Engineer - Microsoft 365 (Intune / Entra)

As a 2nd Line Support Technician, you will be a vital escalation point within our tiered support model. You will work closely with our 1st Line teams and collaborate with the 3rd Line EUC specialists to resolve complex technical issues, support infrastructure improvements, and contribute to meaningful IT projects.

This is a hands-on role where customer experience matters just as much as technical capability. You will help keep IT services running smoothly through proactive maintenance, careful change control, and clear documentation - all while building trusted relationships with public sector stakeholders.

//// What you will be doing

• Acting as an escalation point for technical issues that cannot be resolved by 1st Line support
• Collaborating closely with 3rd Line teams on complex incidents, problem management, and projects
• Supporting and maintaining customer IT infrastructure, including regular patching and software updates
• Following robust change control processes and producing clear, accurate documentation
• Assisting with IT projects such as infrastructure changes, deployments, and client onboarding
• Providing professional support via phone, email, and self-service portals
• Accurately logging and updating tickets to meet agreed service level agreements (SLAs)
• Participating in an on-call rota, no more than one week in every four
• Investing in your own development through training, learning, and professional certifications

• Proven experience with Microsoft 365 and Azure, including Intune and Entra
• Strong understanding of End User Compute environments
• Experience supporting Windows 10 and Windows 11 devices at scale
• Confident working in Hybrid Active Directory environments
• A good general understanding of IT security best practice

Desirable experience:

• Microsoft Endpoint Manager (SCCM), task sequences, application packaging, and device management
• Public sector or large enterprise environments (5,000+ users)
• Microsoft Windows Server technologies - AD, Group Policy, DNS, DHCP, RDS
• Exchange Online and broader Microsoft 365 services
• Networking fundamentals including VLANs, routing, and WiFi
• Familiarity with Sophos, Meraki, or Ubiquiti technologies

We value candidates with AI literacy - individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward-thinking business.

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT - delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world's leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!