2nd Line Support Engineer

A growing organisation is seeking a Technical Support Analyst to join its busy IT Support team. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys delivering high-quality technical support to users across the business in a varied role.

The Role

• With first line tasks largely automated, this role is focused on 2nd Line Support with some 3rd Line and Server support for those able or wishing to step up.

You will be expected to:

• Take ownership of incidents and service requests, ensuring timely resolution
• Build hardware - laptops, tablets, phones, using Intune and Powershell.
• Support device management and application deployment using Intune
• Manage user accounts, permissions, onboarding, and offboarding
• Install, configure, and maintain end-user software, and applications - This includes Microsoft Applications such as Teams, Exchange, Sharepoint, and other business applications which are SQL based.
• Troubleshooting SQL based applications and API’s.
• Policy and App deployment.
• Contribute to the IT knowledge base and share best practices
• Assist with the adoption and support of new technologies

• Prior experience in 2nd Line + roles where you will be expected to trouble shoot and resolve software and hardware issues, not just triage the problem., * Strong troubleshooting skills with Windows operating systems
• Confident communicator across phone, email, and face-to-face
• Customer-focused, adaptable, and comfortable working in a fast-changing setting
• Able to prioritise and manage multiple tasks
• Strong working knowledge of M365, Admin Centre Management for Teams, Exchange and Share Point, and Azure, Active Directory, Intune
• Understanding of ITIL or similar IT Service Management frameworks