End User & M365 Computing Engineer

The role:

We are looking for an experienced End User & M365 Computing Engineer to provide 2nd Line IT support to our end-users. The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our Service Desk Team.

Key Responsibilities:

2nd Line IT Support:

• Provide 2nd line support to end-users, resolving technical issues efficiently.
• Ensure a seamless and positive experience for clients.

Proactive Issue Resolution:

• Identify and resolve issues proactively to minimize downtime.
• Maintain high standards of customer service.

Microsoft Modern Workplace & Cloud Technologies:

• Utilize Intune, Autopilot, M365, and Azure to manage and support end-user environments.
• Implement and maintain Microsoft Modern Workplace solutions.

Technical Expertise:

• Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
• Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching, and routers.

ITIL Foundation Certified:

• Apply ITIL principles to manage and improve IT services.
• Demonstrate working knowledge of ITIL practices including Change Control.

Customer Service Skills:

• Exhibit excellent technical and customer service skills.
• Communicate effectively with end-users and team members.
• Manage time efficiently and build strong relationships with users.

Documentation:

• Produce high-quality documentation for IT processes and procedures.
• Maintain accurate records of support activities.

Coaching and Mentoring:

• Provide guidance and coaching to junior team members.
• Share knowledge and best practices to enhance team performance.

Certifications desired:

• Relevant IT certifications such as Microsoft 365 administrator or other relevant Microsoft certifications are desired.
• ITIL Foundation certification (preferred)

What were looking for:

• Proven experience with at least 3 years in a similar role providing 2nd line IT support.
• Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
• Excellent communication and customer service skills.
• Ability to produce high-quality documentation.
• Experience in coaching and mentoring junior team members.
• Relevant IT certifications (Microsoft Associate, CCNA, etc.) are a plus.

Benefits:

• Competitive salary
• Life Assurance
• Health cash plan which includes Wellness & EAP
• Group Pension
• Referral incentive
• Professional development & study support
• Exclusive staff discounts

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