2nd/3rd Line Support Engineer

• We will provide 2nd and 3rd line technical support across our enterprise IT environment.
• We will troubleshoot issues and carry out root cause analysis across Microsoft 365, Intune, Windows operating systems, Active Directory, endpoint management, and related infrastructure services.
• We will manage incidents and service requests through ServiceNow.
• We will work closely with our 1st line support teams, project delivery teams, and third-party suppliers.
• We will help implement new technologies and service improvements when required.
• We will maintain core infrastructure services and contribute to the continual improvement of our digital services across a complex Microsoft technology estate.

Technologies:

• Active Directory
• Support
• ITSM
• Microsoft 365
• ServiceNow
• Windows
• Office 365

• We need strong and proven experience in similar Microsoft-focused 2nd/3rd line support roles.
• We need experience managing the Microsoft technology stack, including Microsoft 365 tenants/subscriptions, Windows 11, Intune, Active Directory, and Entra ID.
• We need experience supporting Microsoft endpoint management, including Intune, Windows build and configuration, and policy/compliance.
• We need experience working in an ITSM or service desk environment, using an ITSM tool such as ServiceNow to manage incidents and requests and meet SLAs.
• Knowledge and experience in the Scottish public sector or Scottish Government is highly advantageous.
• Microsoft 365 certification is highly desirable but not essential.