Tier 2 – IT Engineer – Platinum

Job Description

Job Description

• Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices, and business applications.
• Act as the primary escalation point for Tier 1 Engineers, owning complex incidents through to resolution.
• Troubleshoot and resolve issues relating to Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD), and Intune.
• Administer Microsoft Intune, Autopilot, device compliance policies, application deployment, and endpoint security configurations.
• Manage Microsoft Entra ID, Active Directory, Group Policy, user provisioning, access management, and identity-related issues.
• Support Azure-hosted services, Azure Virtual Desktop (AVD), virtual machines, storage, and cloud networking.
• Perform advanced troubleshooting of networking technologies including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, SD-WAN, and connectivity issues.
• Configure, maintain, and troubleshoot firewalls, switches, wireless infrastructure, and network security controls.
• Investigate and respond to security incidents, suspicious activity, phishing reports, and endpoint security alerts in accordance with customer procedures.
• Ensure service requests, incidents, changes, and problem records are managed in line with agreed SLAs and ITIL best practices.
• Create and maintain high-quality technical documentation, knowledge articles, and customer-specific support procedures.
• Identify recurring issues and drive continual service improvement through automation, standardisation, and process enhancements.
• Work collaboratively with Tier 3 Engineers, Technical Architects, and Project Teams to resolve complex issues.
• Provide technical mentoring and knowledge sharing to Tier 1 Engineers to improve overall team capability.
• Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates.

Qualifications

Essential Skills & Experience 

• Strong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.
• Strong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management.
• Experience administering Microsoft Entra ID (Azure AD), Active Directory, and Group Policy.
• Experience supporting Azure services, including Azure Virtual Desktop (AVD).
• Strong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutions.
• Solid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentals.
• Experience supporting firewalls, switches, wireless networks, and network security technologies.
• Understanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protection.
• Experience working within an MSP or multi-customer support environment.
• Excellent customer service, communication, and stakeholder management skills.
• Ability to prioritise workload effectively and perform under pressure while maintaining service quality.
• Strong documentation and knowledge management skills.
• Excellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teams.

Enhanced Customer & Communication Skills

• Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates.
• Build trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolution.
• Communicate technical concepts clearly to both technical and non-technical audiences, ensuring customers understand impact, risks, and resolution plans.
• Produce clear, concise, and accurate case notes, technical documentation, knowledge articles, and customer communications.
• Participate in customer service reviews, major incident calls, and technical discussions where strong communication and stakeholder management are essential.
• Demonstrate excellent written and verbal communication skills, maintaining a high standard of professionalism across telephone, email, Teams, and customer-facing interactions.
• Strong customer service mindset with proven experience managing customer expectations and delivering positive customer outcomes.
• Ability to remain professional and composed during priority incidents, escalations, and high-pressure situations.
• Strong documentation, presentation, and knowledge-sharing skills.

Desirable Certifications 

• Microsoft Certified: Endpoint Administrator Associate
• Microsoft Certified: Azure Administrator Associate (AZ-104)
• ITIL Foundation
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Administrator certifications