Line Support Engineer

• Provide 2nd line support for end users, resolving escalated incidents and service requests.
• Troubleshoot hardware, software, networking, and application-related issues.
• Support user onboarding/offboarding processes, including account provisioning and device setup.
• Manage and maintain user accounts, permissions, and access controls.
• Assist with device builds, deployments, and asset management.
• Collaborate with 3rd line teams and external vendors to resolve complex technical issues.
• Create and maintain technical documentation and knowledge base articles.
• Ensure incidents are managed effectively and resolved within agreed SLAs.

Essential Technical Skills

• Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
• Active Directory and Azure Active Directory (Entra ID)
• Windows 10/11 support and troubleshooting
• Microsoft Intune/Endpoint Manager
• Group Policy administration
• Microsoft Office suite support
• Google Workspace administration and support (Gmail, Drive, Docs, Meet)
• User account management and identity/access management
• Laptop and desktop build, deployment, and troubleshooting
• Mobile device support (iOS and Android)
• Hardware diagnostics and repair coordination
• Printer and peripheral support
• Basic networking knowledge (DNS, DHCP, TCP/IP, VPNs, Wi-Fi)
• Ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice

We are seeking an experienced 2nd Line Support Engineer with a strong background in Microsoft and Google technologies, capable of providing high-quality technical support within a fast-paced enterprise environment on an initial 1-month contract with a strong likelihood of extension.