2nd Line Support - Microsoft Stack

This role provides advanced technical support across cloud, network, and infrastructure environments, ensuring reliable, secure, and efficient IT operations across office-based and remote users. The position sits above first-line support and acts as an escalation point for complex technical issues, with a strong focus on Microsoft 365, Azure, Intune, and networking.

Key Responsibilities

Cloud & Infrastructure Management

• Administer and support Microsoft Azure services, including identity, access management, groups, policies, and resource configuration

• Manage and troubleshoot Microsoft 365 environments (Exchange, SharePoint, Teams, OneDrive)

• Configure and maintain Intune / Endpoint Manager for device compliance, policy enforcement, and application deployment

• Support the implementation of new cloud and hybrid solutions, contributing to continuous infrastructure improvement

• Proactively monitor cloud and infrastructure health, resolving issues before they impact users or operations

Advanced Technical Support

• Act as an escalation point for complex incidents from endpoint and user support teams

• Troubleshoot advanced issues related to Azure, Intune, authentication, VPN connectivity, and system integrations

• Liaise with third-party vendors and Microsoft support to resolve high-impact or specialist issues

• Perform root cause analysis and implement long-term fixes to prevent recurring problems

Network & Systems Administration

• Maintain and support LAN/WAN networks, VPNs, firewalls, switches, and wireless infrastructure

• Carry out network performance monitoring, firmware updates, and configuration management

• Support on-premise server environments where applicable, including patching and system updates

• Assist with new office setups or relocations, ensuring infrastructure readiness

• Travel to other office locations when required to deliver on-site technical support

Monitoring, Maintenance & Documentation

• Monitor systems using infrastructure monitoring tools and respond to alerts

• Perform scheduled maintenance, backups, and patch management

• Maintain accurate technical documentation, including network diagrams, SOPs, and architecture records

• Contribute to the IT knowledge base with clear guides and troubleshooting documentation

Collaboration & Stakeholder Engagement

• Work closely with endpoint support teams to ensure end-to-end issue resolution

• Collaborate with security stakeholders to maintain compliance and support vulnerability remediation

• Support application and data teams with integrations and access dependencies

• Share knowledge, mentor colleagues, and promote best practices across the IT function

Required Experience & Skills

• Proven experience in a 2nd line or infrastructure support role

• Strong experience supporting Microsoft 365 and Azure environments

• Solid understanding of:

  • Azure identity, access, and resource management

  • Microsoft 365 administration

  • Intune / Endpoint Manager

  • Networking fundamentals (VPN, DNS, DHCP, routing, switching)

• Experience supporting Windows operating systems and devices

• Working knowledge of PowerShell for administration or automation

• Strong problem-solving, analytical, and documentation skills

• Proactive, reliable, and customer-focused approach

Preferred Qualifications

• Microsoft Azure Administrator Associate (AZ-104) or equivalent

• Microsoft 365 Modern Desktop or Endpoint Administrator certification

• ITIL v4 Foundation

• Experience supporting multi-site or distributed environments

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