Overview
The 2nd Line Technical Support Engineer will provide essential support for end-users and systems within a Microsoft environment as part of a 6-month contract. Working closely with the IT team, the contractor will handle escalated tickets from the service desk, ensuring smooth operation and addressing various technical issues. The role requires on-site presence in Nuneaton five days a week to deliver efficient support and maintain system integrity.
Responsibilities
- Resolve escalated 2nd line tickets related to hardware, software, access, and connectivity issues.
- Support Windows and Microsoft 365 users effectively.
- Manage Exchange Online mailboxes, distribution lists, and shared mailboxes.
- Deploy and support devices and applications using Intune or Endpoint Manager.
- Carry out routine patching, monitoring, and system checks.
- Troubleshoot network, printer, VPN, and remote access issues.
- Maintain clear ticket notes and update documentation accordingly.
- Escalate issues to 3rd line or vendors when necessary, providing detailed information.
Requirements
- Proven experience in a 2nd Line Support or IT Support Engineer role.
- Solid knowledge of Windows 10/11 and Microsoft 365 administration.
- Hands-on experience with Active Directory and Group Policy.
- Familiarity with Entra ID (Azure AD) and Exchange Online.
- Strong troubleshooting skills with the ability to work independently.
- Clear communication skills and a good customer-facing manner.
- Willingness to work on-site in Nuneaton five days a week.