2nd Line Support Engineer- M365, Azure

This is a great opportunity to join fast growing Microsoft Cloud & Managed Services Provider. You will be joining a well-established team and can be based in West Midlands.

You will be working from the office managing incidents and requests over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met.

You will be taking escalations from the 1st line team and working at a 2nd line level although occasionally this could be rise to 3rd Line level.

You will have exceptional M365 knowledge as well as a strong understanding of Azure, alongside these, skills in broader infrastructure and Networking would be advantageous.

Key skills and responsibilities:

• Exceptional knowledge of M365 / Azure
• Infrastructure / Networking
• Proven 2nd / 3rd Line Support in an MSP environment
• Exceptional communication skills and committed to customer satisfaction.
• Working knowledge of ticketing systems and able to document ticket resolutions effectively.
• Able to work under pressure and meet deadlines and SLA’s
• Able to work independently and as part of the team