Tier 2 IT Engineer (Platinum)

Join our team as a Tier 2 IT Engineer, where you'll provide advanced technical support for end users across various platforms, including Microsoft 365, Azure, Windows, macOS, and mobile devices. You'll act as the primary escalation point for Tier 1 Engineers, troubleshoot complex incidents, and manage various Microsoft services. This role offers hybrid working, an electric car scheme, 25 days of holiday (28 after three years), and many other benefits.

Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices, and business applications.

CompTIA Network+

CompTIA Security+

Responsibilities

• Act as the primary escalation point for Tier 1 Engineers, owning complex incidents through to resolution, and driving continual service improvement.
• Create and maintain high-quality technical documentation, knowledge articles, and customer-specific support procedures, while ensuring service requests, incidents, changes, and problem records are managed in line with agreed SLAs.
• Experience supporting Azure services, including Azure Virtual Desktop (AVD)
• Understanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protection
• Communicate technical concepts clearly to both technical and non-technical audiences, ensuring customers understand impact, risks, and resolution plans
• Ability to prioritise workload effectively and perform under pressure while maintaining service quality
• Strong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive
• Participate in customer service reviews, major incident calls, and technical discussions where strong communication and stakeholder management are essential
• Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates
• Strong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management
• Produce clear, concise, and accurate case notes, technical documentation, knowledge articles, and customer communications
• Experience supporting firewalls, switches, wireless networks, and network security technologies

Requirements

• Build trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolution

Strong documentation and knowledge management skills

• Ability to remain professional and composed during priority incidents, escalations, and high-pressure situations
• Excellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teams

Strong documentation, presentation, and knowledge-sharing skills

• Strong customer service mindset with proven experience managing customer expectations and delivering positive customer outcomes
• Solid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentals
• Excellent customer service, communication, and stakeholder management skills
• Experience administering Microsoft Entra ID (Azure AD), Active Directory, and Group Policy
• Demonstrate excellent written and verbal communication skills, maintaining a high standard of professionalism across telephone, email, Teams, and customer-facing interactions
• Experience working within an MSP or multi-customer support environment
• Strong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutions
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• ITIL Foundation
• Microsoft 365 Administrator certifications