IT Support Engineer & Cyber Security (L2+)

About This Role

Company Description

Goaco is an award-winning global consultancy that partners with public and private sector organisations to deliver secure, user-focused, and innovative digital solutions. Established in 2010 and headquartered in the UK, Goaco has offices and experts across the UK, UAE, and Saudi Arabia. With over 100 subject-matter experts and a wider network of 16,000+ associate consultants, Goaco specializes in digital transformation, cyber security, data & AI, software development, cloud, and managed services. Recognized as UK Government digital experts, we are committed to shaping modern and efficient services through agility, deep domain knowledge, and a focus on impactful outcomes.

Role Description

We are looking for a dependable and experienced IT & Cyber engineer to join our growing service desk and support function. You’ll be responsible for technical troubleshooting, cyber security incident handling and on-site configuration of IT environments. The ideal candidate will be confident working across international teams, able to take initiative in fast-moving environments and uphold security-first support principles.

Key Responsibilities

• Provide 2nd line IT support and escalation handling for users in the UK and UAE
• Using ITSM Tools such as Halo
• Troubleshoot and resolve hardware, software, network and O365 issues
• Administer and manage Microsoft Intune , including device enrolment and compliance
• Support user onboarding/offboarding, email configurations, SharePoint and Teams
• Comfortable troubleshooting problems on a Video call and Telephone
• Configure small to mid-scale network setups on-site , including Wi-Fi and firewalls
• Respond to and escalate cyber security incidents , working with the SOC team
• Contribute to patch management, endpoint protection and vulnerability remediation
• Document known issues, create SOPs and update asset inventories
• Work collaboratively with developers, security and infrastructure engineers across borders
• Participate in on-call and out-of-hours support when necessary (Evenings / Weekends on Rota)

Essential Skills and Experience

• Minimum 3 years’ experience in IT support or service desk environment (L2 or higher)
• Experience supporting Microsoft 365 applications including Outlook, Teams and SharePoint
• Microsoft Intune experience (policy management, device compliance, remote actions)
• Experience responding to security alerts and incident response procedures
• Proven ability to set up and troubleshoot wired and wireless networks
• Familiarity with ticketing systems and ITIL-aligned support processes
• Strong verbal and written communication skills, comfortable dealing with non-technical users
• Ability to work independently and as part of a distributed international team

Desirable

• Microsoft 365 Fundamentals, Intune or Security certifications (MS-900, MD-102, SC-200)
• Experience supporting hybrid environments with Azure Active Directory
• Understanding of security frameworks (ISO 27001, NIST)
• SharePoint Administration / Migration
• Experience in public sector or regulated industries
• Knowledge of basic scripting or automation (PowerShell a plus)