Technology Support Engineer; 2nd Line

Job Title:
Technology Support Engineer (2nd Line)

Business Unit:
Etio

Location:
Remote (based in the United Kingdom)

Travel Requirements:
As required; occasional travel for hardware collection/deployment and team meetings

The Technology Support Engineer closes the gap between day-to-day user support and platform ownership within Etio's Technology & Digital team. As Etio builds out its own independent technology function, this role takes on the technical support, device lifecycle, and BAU compliance administration work that has historically relied on hand-off to an external IT provider.

This role owns the end-to-end device and hardware lifecycle, from procurement through to retirement, and provides second-line troubleshooting across devices, Microsoft 365, and Etio's core business platforms. It also takes day-to-day operational ownership of routine security and compliance administration (Microsoft Purview, DSARs, retention housekeeping, licence audits, access reviews) and runs Etio's security awareness and phishing simulation programme, freeing the Platform & Infrastructure Lead to focus on strategic architecture and assurance rather than routine admin.

The postholder works closely with the Support Consultant to ensure a seamless end-to-end support experience, and with the Platform & Infrastructure Lead to ensure escalations are resolved quickly without reliance on external or central IT teams.

Your core responsibilities include, but are not limited to:

• Own end-to-end device procurement for laptops, tablets, and mobile hardware, including vendor selection, ordering, and cost tracking.
• Manage Apple Business Manager / Automated Device Enrolment and the lifecycle of Apple devices, including provisioning and retirement.
• Own warranty, damage, and repair processes for all Etio-owned hardware, minimising downtime for users.
• Own the technology component of the employee offer, ensuring every new joiner has the right kit, software, and access from day one, working closely with the People Team.
• Administer Intune/Autopilot day-to-day device provisioning and enrolment, working with the Platform & Infrastructure Lead to align with the agreed baseline policy.
• Act as the formal second-line escalation point for issues the Support Consultant cannot resolve at first line, removing Etio's current reliance on handing off to an external IT provider.
• Own and document Etio's support escalation path end-to-end, including SLAs, ownership, and when to involve the Platform & Infrastructure Lead or external vendors.
• Provide second-line troubleshooting across Microsoft 365, devices, and Etio's core business applications (e.g. , Azure-hosted platforms).
• Perform day-to-day Microsoft Purview administration, including retention labels and DLP alert triage, escalating design or policy changes to the Platform & Infrastructure Lead.
• Execute Data Subject Access Requests in line with policy, logging and tracking requests through Etio's service desk platform to statutory timescales.
• Support data retention housekeeping in line with Etio's Records Retention Policy and Schedule.
• Conduct periodic software/SaaS licence compliance audits, flagging unused, under-utilised, or non-compliant licences to the Platform & Infrastructure Lead and Licensing/Commercial owner.
• Support the Platform & Infrastructure Lead in planning and executing scheduled DR/BCP tests, and in actioning any gaps identified.
• Own the schedule and delivery of simulated phishing campaigns and general security awareness training, using tooling such as KnowBe4 or Microsoft Defender Attack Simulator.
• Work with the Platform & Infrastructure Lead to agree campaign scope and target click-through/report rates, and with the Support Consultant to…