2nd Line Support Engineer

• 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, including Microsoft Applications such as Teams, Exchange, SharePoint, and other SQL-based business applications
• Troubleshoot SQL-based applications and APIs
• Contribute to the IT knowledge base and share best practices
• Assist with the adoption and support of new technologies
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Technologies:

• Active Directory
• Azure
• Hardware
• Support
• ITIL
• Mobile
• PowerShell
• SQL
• SharePoint
• Web
• Windows
• Cloud

• Prior experience in 2nd Line roles, troubleshooting and resolving software and hardware issues
• Strong troubleshooting skills with Windows operating systems
• Confident communicator via phone, email, and face-to-face
• Customer-focused, adaptable, and comfortable in a fast-changing environment
• Ability to prioritize and manage multiple tasks
• Strong working knowledge of M365, Admin Centre Management for Teams, Exchange, SharePoint, Azure, and Active Directory, as well as Intune
• Understanding of ITIL or similar IT Service Management frameworks
• Desirable:
• Experience troubleshooting applications (web, client, mobile, SaaS)
• Database or data support experience (SQL / Microsoft Dynamics / D365)
• PowerShell scripting (reading/editing)
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