Tier 2 - IT Engineer - Platinum

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, One Drive, Entra  (Azure AD), and Intune.

Administer Microsoft Intune, Autopilot, device compliance policies, application deployment, and endpoint security configurations.

Manage Microsoft Entra , 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.

Strong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and One Drive.

Strong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management.

Experience administering Microsoft Entra  (Azure AD), Active Directory, and Group Policy.

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

ITIL Foundation

CompTIA Network+

CompTIA Security+

Microsoft 365 Administrator certifications

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