Tier 2 - IT Engineer - Platinum

Ready to join the UK’s largest managed service provider?

Requirements

• Strong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.
• Strong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management.
• Experience administering Microsoft Entra ID (Azure AD), Active Directory, and Group Policy.
• Experience supporting Azure services, including Azure Virtual Desktop (AVD).
• Strong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutions.
• Solid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentals.
• Experience supporting firewalls, switches, wireless networks, and network security technologies.
• Understanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protection.
• Experience working within an MSP or multi-customer support environment.
• Excellent customer service, communication, and stakeholder management skills.
• Ability to prioritise workload effectively and perform under pressure while maintaining service quality.
• Strong documentation and knowledge management skills.
• Excellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teams.
• Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates.
• Build trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolution.
• Communicate technical concepts clearly to both technical and non-technical audiences, ensuring customers understand impact, risks, and resolution plans.
• Produce clear, concise, and accurate case notes, technical documentation, knowledge articles, and customer communications.
• Participate in customer service reviews, major incident calls, and technical discussions where strong communication and stakeholder management are essential.
• Demonstrate excellent written and verbal communication skills, maintaining a high standard of professionalism across telephone, email, Teams, and customer-facing interactions.
• Strong customer service mindset with proven experience managing customer expectations and delivering positive customer outcomes.
• Ability to remain professional and composed during priority incidents, escalations, and high-pressure situations.
• Strong documentation, presentation, and knowledge-sharing skills.