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, 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

Benefits

• Hybrid working
• Electric car scheme
• 25 days’ holiday: 28 days after three years of service
• Referral bonus
• Employee assistance programme
• Cycle-to-work scheme
• Company pension scheme
• Enhanced maternity and paternity pay
• Benefits platform: With exclusive discounts and offers
• Living wage employer

Solid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentalsDemonstrate excellent written and verbal communication skills, maintaining a high standard of professionalism across telephone, email, Teams, and customer-facing interactionsAbility to remain professional and composed during priority incidents, escalations, and high‑pressure situationsExperience supporting firewalls, switches, wireless networks, and network security technologiesBuild trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolutionStrong customer service mindset with proven experience managing customer expectations and delivering positive customer outcomesStrong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDriveProduce clear, concise, and accurate case notes, technical documentation, knowledge articles, and customer communicationsAbility to prioritise workload effectively and perform under pressure while maintaining service qualityExcellent customer service, communication, and stakeholder management skillsUnderstanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protectionParticipate in customer service reviews, major incident calls, and technical discussions where strong communication and stakeholder management are essentialStrong documentation and knowledge management skillsStrong documentation, presentation, and knowledge‑sharing skillsStrong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutionsDeliver excellent customer service through proactive communication, effective expectation management, and regular case updatesExcellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teamsExperience administering Microsoft Entra ID (Azure AD), Active Directory, and Group PolicyCommunicate technical concepts clearly to both technical and non‑technical audiences, ensuring customers understand impact, risks, and resolution plansStrong working knowledge of Microsoft Intune, Autopilot, and modern endpoint managementExperience supporting Azure services, including Azure Virtual Desktop (AVD)Experience working within an MSP or multi‑customer support environmentMicrosoft Certified: Azure Administrator Associate (AZ‑104)CompTIA Security+Microsoft Certified: Endpoint Administrator AssociateITIL FoundationCompTIA Network+Microsoft 365 Administrator certifications

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