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- Tasks: Manage escalated IT support tickets and lead technical projects in a dynamic environment.
- Company: Join an award-winning energy and sustainability group driving low-carbon solutions.
- Benefits: Competitive salary, career growth, and exposure to cutting-edge technologies.
- Why this job: Make a real impact while advancing your IT career in a supportive team.
- Qualifications: 3-5 years in IT support with strong Microsoft 365 and troubleshooting skills.
- Other info: Mentorship opportunities and a focus on innovation in a collaborative culture.
The predicted salary is between 40000 - 50000 ÂŁ per year.
About us: Our mission is to facilitate the transition to a low‑carbon economy by providing innovative financial solutions to our clients. We are not just any energy and sustainability group; we’re a dynamic, award‑winning powerhouse! At the forefront of environmental innovation, we lead the charge in providing cutting‑edge solutions for large‑scale energy consumers.
The Role: We are seeking an experienced IT Support Engineer (Level 2/3) to join our technical operations team. This role combines advanced technical problem‑solving with leadership responsibilities, serving as a bridge between first‑line support and senior infrastructure engineering. You will handle escalated technical issues, manage complex helpdesk tickets, lead IT projects, and mentor junior team members.
Your responsibilities will include:
- Managing escalated helpdesk tickets, performing advanced troubleshooting across Microsoft 365 and Azure environments.
- Implementing IT projects, maintaining documentation and knowledge base articles, and providing technical guidance to first‑line support staff.
- Supporting over 300 end users across multiple geographical locations including France, Spain, Netherlands, Switzerland, and Poland.
Key Responsibilities:
- Manage and resolve complex escalated tickets from first‑line support, ensuring timely resolution and maintaining SLA compliance.
- Perform advanced troubleshooting of Microsoft 365 services including Azure AD, Intune, Exchange Online, SharePoint, Teams, and Defender for Endpoint.
- Monitor helpdesk ticket queues, identifying trends and recurring issues to implement proactive solutions and reduce ticket volume.
- Lead and execute IT projects, including user migrations, system deployments, software rollouts, and infrastructure improvements.
- Create and maintain comprehensive technical documentation, knowledge base articles, and standard operating procedures.
- Provide technical mentorship and training to first‑line support engineers, reviewing their ticket resolutions and escalations.
- Collaborate with third‑party vendors and software providers, managing support cases and coordinating issue resolution.
- Implement and manage security policies across endpoints using Intune and Defender, ensuring compliance with organizational security standards.
- Perform user lifecycle management including onboarding, offboarding, and role changes across multiple systems and applications.
- Conduct root cause analysis on recurring technical issues and implement preventative measures.
- Support multi‑tenant Microsoft 365 environments across CFP Energy subsidiaries in multiple countries.
- Develop and maintain PowerShell scripts for automation of routine tasks and system management.
- Manage SSO integrations, SCIM provisioning, and identity management across enterprise applications.
- Proactively identify opportunities for process improvements and operational efficiency gains.
Ideal Candidate:
- 3-5 years of experience in IT support with demonstrated progression to Level 2/3 responsibilities.
- Strong experience managing helpdesk ticketing systems and SLA‑driven support environments.
- Advanced knowledge of Microsoft 365 administration including Azure AD, Intune, Exchange Online, SharePoint, and Teams.
- Experience with PowerShell scripting for automation and system management.
- Proven ability to troubleshoot complex technical issues across multiple platforms and technologies.
- Strong documentation skills with experience creating technical guides and knowledge base articles.
- Experience mentoring or training junior IT staff.
- Security‑first mindset with experience implementing endpoint protection and security policies.
- Excellent customer service skills with ability to communicate technical concepts to non‑technical users.
- Strong project management capabilities and ability to handle multiple priorities.
- Experience with technologies including: Defender for Endpoint, Windows 10/11, VPN solutions, SSO and MFA technologies, SCIM provisioning, API integrations.
Desirable: Experience with Bash scripting, Power Automate/Logic Apps, Azure infrastructure, multi‑tenant Microsoft 365 environments.
The CFP Energy Group is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.
Second Line Support Engineer in London employer: CFP Energy (UK) Ltd
Contact Detail:
CFP Energy (UK) Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Second Line Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Second Line Support Engineer role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience with Microsoft 365 and Azure. Share specific examples of how you've tackled complex technical issues – this will set you apart from the crowd.
✨Tip Number 3
Prepare for those interviews! Brush up on common technical questions related to IT support and be ready to demonstrate your problem-solving skills. Practising with a friend or using mock interview platforms can really help you feel more confident.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining our dynamic team. Plus, it shows you’re genuinely interested in being part of our mission to drive innovation in the energy sector.
We think you need these skills to ace Second Line Support Engineer in London
Some tips for your application 🫡
Show Off Your Skills: When you're writing your application, make sure to highlight your technical skills and experience. We want to see how you've tackled complex issues in the past, especially with Microsoft 365 and Azure. Don't hold back – this is your chance to shine!
Tailor Your Application: Make your application stand out by tailoring it to our job description. Use keywords from the role, like 'escalated tickets' and 'advanced troubleshooting'. This shows us you understand what we're looking for and that you're genuinely interested in the position.
Keep It Clear and Concise: We appreciate clarity! Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to read through your experience and skills. Remember, less is often more!
Apply Through Our Website: Don't forget to apply through our website! It's the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at CFP Energy (UK) Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure AD, and other relevant technologies. Be prepared to discuss specific troubleshooting scenarios you've encountered and how you resolved them. This will show that you’re not just familiar with the tools but can also handle complex issues.
✨Showcase Your Problem-Solving Skills
During the interview, be ready to walk through your thought process when tackling escalated tickets. Use examples from your past experience to illustrate how you identify trends and implement proactive solutions. This will demonstrate your analytical skills and ability to improve processes.
✨Highlight Your Mentorship Experience
Since this role involves mentoring junior team members, share any experiences you have in training or guiding others. Discuss how you’ve helped colleagues improve their technical skills or resolve issues, as this will highlight your leadership potential.
✨Prepare for Project Management Questions
Expect questions about your project management capabilities. Be ready to discuss IT projects you've led, including user migrations or system deployments. Highlight your ability to manage multiple priorities and ensure timely delivery, which is crucial for this role.