At a Glance
- Tasks: Provide 2nd line support and resolve IT queries for 1,450 colleagues.
- Company: Join Isio, a dynamic tech company with a collaborative culture.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Flexible work-life balance and a supportive team environment await you.
- Why this job: Make a real impact by solving complex IT issues and improving user experience.
- Qualifications: Experience in technical support and strong knowledge of Microsoft technologies required.
The predicted salary is between 30000 - 40000 £ per year.
Isio’s IT department has 14 employees supporting 1,450 colleagues across 10 locations. The 2nd Line Support Engineer will be responsible for resolving queries and issues across Isio’s IT systems, including technical issues escalated from first line. The role may involve (but is not limited to) the following areas:
- Microsoft 365
- Secure Web Gateway
- Microsoft Azure AD
- Virtual Machines
- Microsoft Intune
- Azure Virtual Desktops
- Network issues (Cisco Meraki)
- SOC incidents
- SharePoint Online
- SaaS-based apps
The role requires the ability to interact with users of all abilities, support continuous improvement, and resolve critical issues while ensuring Isio’s solutions remain fit for purpose and meet (or exceed) the expectations of the business. The role also involves liaising with third parties and communicating with the wider Isio organisation. This role is based in our Manchester office with a hybrid working pattern and will also provide support to our Leeds office.
What does the role entail?
- Provide 2nd line support to a user base of 1,450 colleagues via telephone, the service desk, and Microsoft Teams.
- Collaborate with the Head of Service Delivery and the Infrastructure Manager to resolve complex queries and issues relating to Isio’s IT applications.
- Coach and support IT colleagues to build capability so issues and queries can be resolved before escalation to 2nd line.
- Partner with other IT teams and wider Isio stakeholders to resolve issues and improve efficiencies across the organisation.
- Administer and configure SharePoint Online.
- Document solutions and known fixes to build and maintain the IT knowledge base.
What we’re looking for?
- Excellent planning and organisational skills.
- Previous experience in a technical second-line support role.
- Strong analytical skills and a creative approach to problem solving.
- Excellent communication skills and strong customer-facing skills.
- High degree of understanding of IT trends and strong knowledge of the Microsoft stack, including Azure AD, Azure, SharePoint Online, M365, and third-party backup solutions.
- Windows 10/11 and Server 2016/2019 operating systems along with the Microsoft Office suite.
- Ability to work independently and under pressure, with minimal supervision.
- Ability to travel nationally on an as-needed basis.
- Ability to apply a security-first approach to all fixes.
- Desirable Microsoft qualifications around M365 and Azure.
- Hands-on experience administering Secure Web Gateway technologies (web filter, web firewall, IPS/IDS).
- Keep systems up to date by installing software/firmware updates in line with vendor releases, while maintaining service availability for staff and clients.
- TCP/IP, DNS, DHCP, firewalls, switches and wireless access points (Cisco Meraki focus).
We can offer a hybrid, flexible approach to work, supporting a work-life balance that works for you. Isio Group is an equal opportunities employer, and we welcome applications from all suitably qualified candidates. If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask us.
2nd Line Support Engineer employer: Isio
Isio is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid working model that promotes work-life balance. With a collaborative culture and a commitment to continuous improvement, employees are encouraged to develop their skills while supporting a diverse user base across multiple locations. The Manchester office provides a dynamic environment where IT professionals can thrive, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Network, network, network! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a 2nd Line Support Engineer role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those tricky technical interviews! Brush up on your knowledge of Microsoft 365, Azure AD, and all things SharePoint. We recommend doing some mock interviews with friends or using online platforms to get comfortable with the questions you might face.
✨Tip Number 3
Show off your problem-solving skills! During interviews, be ready to share examples of how you've tackled complex IT issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining Isio and being part of our awesome team!
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line Support Engineer role. Highlight your experience with Microsoft 365, Azure, and any relevant technical skills. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to Isio. Don't forget to mention your problem-solving skills and customer-facing experience – we love that!
Show Off Your Communication Skills:Since this role involves liaising with users of all abilities, make sure your application reflects your excellent communication skills. Use clear and concise language, and maybe even share an example of how you've helped someone in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Isio
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure AD, and SharePoint Online. Be ready to discuss specific technical issues you've resolved in the past, as well as any experience with Cisco Meraki or Secure Web Gateway technologies.
✨Show Off Your Communication Skills
Since you'll be interacting with users of all abilities, practice explaining complex technical concepts in simple terms. Think about examples where you've successfully communicated with non-technical colleagues to resolve issues.
✨Demonstrate Problem-Solving Prowess
Prepare to share examples of how you've approached and solved complex IT problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your analytical skills.
✨Be Ready for Team Collaboration
This role involves working closely with other IT teams and stakeholders. Think of instances where you've collaborated effectively in a team setting, and be prepared to discuss how you can contribute to continuous improvement at Isio.
