2nd Line Support Engineer

My client, a Managed Services Organisation, require a 2nd Line Support Engineer for an initial 3 month Contract.

The role IS OUTSIDE of IR35 and requires 5 days ON SITE IN MANCHESTER

This position is paying £210 P/D

Below is a breakdown of the role.

1. Desk-side and Remote Support:

   • Provide technical assistance both remotely and on-site (desk-side support) to end-users.
   • Address technical issues and escalations effectively to ensure minimal disruption for users.

2. Support for Microsoft 365, Azure & Active Directory:

   • Offer 2nd line support for Microsoft 365 (Office 365), Azure, and Windows Active Directory (both on-premise and cloud).
   • Troubleshoot and resolve issues related to Microsoft cloud-based solutions and on-premise infrastructure.

3. Customer Experience:

   • Ensure end-users experience minimal downtime and disruption.
   • Strive to maintain a seamless and positive experience for clients, aligning with the organization's high customer service standards.

4. Proactive Issue Resolution:

   • Proactively identify potential issues before they impact the end-user experience.
   • Take steps to resolve issues quickly and efficiently, ensuring the highest standards of customer service.

5. Microsoft Modern Workplace & Cloud Technologies:

   • Use tools like Intune, Autopilot, M365 (Microsoft 365), and Azure to manage and support end-user environments effectively.
   • Implement and maintain solutions that optimize Microsoft’s Modern Workplace, ensuring users benefit from the latest technologies.

1. Microsoft 365, Teams, Exchange, Intune, and Azure Expertise:

   • Strong working knowledge of Microsoft tools and cloud technologies such as Office 365, Microsoft Teams, Exchange Online, Intune, and Azure.
   • Familiarity with Microsoft Autopilot and modern management tools.

2. Technical Proficiency:

   • Expertise in troubleshooting and supporting Microsoft Operating Systems (e.g., Windows 10, Windows 11).
   • Knowledge of networking principles (DNS, DHCP, TCP/IP, etc.) and how they apply to the day-to-day IT support environment.

3. Hardware and Network Support:

   • Proficient in PC support, including hardware and software troubleshooting.
   • Support for email technologies, including Exchange and Office 365-based mail systems.
   • Knowledge of VoIP telephony, backup solutions, firewalls, switching, and routers to provide end-to-end technical support.

4. Problem-solving and Escalation Management:

   • Effectively escalate unresolved technical issues to the appropriate teams, ensuring timely resolution.
   • Apply a structured approach to diagnosing and resolving issues.

• Strong communication skills to effectively engage with end-users.
• Ability to work under pressure while maintaining a professional demeanor.
• Customer service orientation, with a focus on minimizing user disruptions.