3rd Line Support Engineer - 365 Specialist

3rd Line Engineer / IT Support Engineer / Technical Support Engineer (WEST LONDON). We are seeking a highly motivated and experienced Senior Technical Support Analyst (Microsoft 365 Specialist) to join an expanding team in WEST LONDON. The 3rd Line Engineer / IT Support Engineer / Technical Support Engineer role requires an experience level of 8+ years in a similar role and is hybrid working on a 60/40 split (60% in the office, 40% from home) from one of our offices. The ideal candidate will have strong troubleshooting skills, a passion for problem-solving and the ability to work in a fast-paced, client-focused environment. The 3rd Line Engineer / IT Support Engineer / Technical Support Engineer role requires demonstrating the skills of a subject matter expert, which means constantly striving to be at the top of your game in the latest Microsoft technologies and methodologies.

3rd Line Engineer / IT Support Engineer / Technical Support Engineer Key Responsibilities:

• Provide 3rd-line technical support to clients, specialising in Microsoft 365 (Exchange Online, SharePoint & Teams, etc.)
• Manage and resolve complex issues related to desktop environments, including hardware and software configurations.
• Support network infrastructure, including routers, firewalls, switches and VPN setups.
• Troubleshoot and resolve escalated tickets from the 2nd line support team.
• Perform system administration tasks, including Active Directory, Azure AD, and other cloud-based platforms.
• Plan, implement, and manage migration projects, particularly around Microsoft 365 and other cloud solutions.
• Monitor system performance and ensure high availability for business-critical services.
• Liaise with external vendors and service providers to resolve issues when required.
• Provide mentorship and guidance to junior support staff.

3rd Line Engineer / IT Support Engineer / Technical Support Engineer Essential Skills & Experience

• Microsoft 365 - advanced knowledge of Exchange Online, SharePoint, Teams and OneDrive.
• Experience with scripting and automation tools (PowerShell).
• Microsoft 365 endpoint management including deployment services and policy management.
• Desktop support - strong skills in troubleshooting Windows and MacOS, Office suites and other desktop applications.
• Networking - proficiency in managing and troubleshooting network devices and configurations, including VLANs, DNS, DHCP and VPNs.
• System administration - experience with Active Directory, Group Policy and Azure AD.
• Security - familiarity with cyber security principles and tools, such as firewalls, antivirus and patch management.
• Customer Service - Excellent communication and customer service skills to interact with clients and internal stakeholders in a clear, supportive manner.

Desirable:

• Certification such as Microsoft Certified, Azure Administrator Associate or Microsoft 365 Certified: Enterprise Administrator Expert.
• Knowledge of backup and disaster recovery solutions.
• Experience in managing hybrid cloud environments.
• Familiarity with ITIL best practices.

Expectations:

• Confident & professional telephone manner with excellent written and verbal communication skills.
• Ability to work autonomously, as well as part of a team.
• Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
• Astute problem-solving skills with the ability to analyse data to reach conclusions.
• Exceptional customer service skills including experience of dealing with diverse customer groups.
• Eagerness to stay up to date with emerging technologies and trends.
• Ability to provide reactive support where required but with a primary focus on proactive support.
• Ability to remain calm under pressure during challenging times.

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Benefits include:

• Salary - £25-45k
• Internal career development and training plans for all team members via the Training Academy.
• 20 days holiday plus bank holidays, increasing 1 day every year of service to a maximum of 25 days.
• Your birthday as a holiday each year on top of your holiday allowance.
• Relaxed, modern working environment where we value pushing our analysts forward.
• Access to employee staff discounts portal including Currys, Neals Yard and Vie Cinema.
• Access to healthcare portal including health checks and a 24/7, 365-day councillor.
• Team challenges and prizes including employee of the month.
• Workwear included to represent yourself and the brand.
• Top-of-the-range computer equipment.
• Regular company social activities.
• Contributory pension scheme.

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