Senior 2nd Line Engineer in Milton Keynes

SENIOR 2ND LINE / JUNIOR 3RD LINE SUPPORT ENGINEER Leading media company with offices globally is looking for a Junior 3rd Line Support Engineer to join their team. This role will be hybrid – 2-3 days in the office (White City, London or Watford or High Wycombe). This is an ideal opportunity for a technically capable support engineer ready to move beyond traditional 2nd line support and gain deeper experience across enterprise infrastructure, Microsoft cloud services, security and automation. JOB PURPOSE The Junior 3rd Line Engineer will provide advanced technical support across the corporate IT environment, working as an escalation point for complex incidents and service requests that cannot be resolved at 1st or 2nd line. The role combines hands-on troubleshooting with infrastructure, Microsoft 365, identity, endpoint and cloud administration. The successful candidate will work closely with senior IT colleagues to investigate root causes, maintain secure and reliable services, implement approved changes and develop the technical skills required to progress within a 3rd line and infrastructure environment. RESPONSIBILITIES ·Provide 3rd line technical support for escalated incidents and service requests across the corporate IT environment. ·Investigate and resolve complex issues affecting Windows endpoints, Microsoft 365, Entra ID, Active Directory, networking, applications and user access. ·Support the administration of Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and associated security and compliance controls. ·Assist with Entra ID, identity, authentication, Multi-Factor Authentication, Conditional Access and role-based access management. ·Support endpoint management, configuration, patching, software deployment and security controls using approved management platforms. ·Assist senior engineers with server, cloud, networking and infrastructure support, maintenance and approved change activity. ·Troubleshoot technical issues methodically, identify root causes and document fixes, workarounds and known errors. ·Monitor assigned systems and alerts, escalating security, availability or performance concerns appropriately. ·Support joiner, mover and leaver processes and ensure access is provisioned and removed in accordance with approved processes and least-privilege principles. ·Work with the IT Support team to improve escalation quality and transfer technical knowledge back to 1st and 2nd line colleagues. ·Maintain accurate tickets, technical documentation, knowledge articles, asset information and support procedures. ·Assist with technical projects, deployments, upgrades, migrations and continuous improvement initiatives. ·Follow our security policies, change controls and incident management processes, escalating suspected cyber security incidents without delay. ·Work collaboratively with IT, cyber security, business systems, suppliers and other technical teams across our global operations. ·Participate in out-of-hours or on-call support where required and agreed for business-critical services. Essential Previous experience in a 2nd line, 3rd line, senior service desk, infrastructure support or similar technical support role. Good practical knowledge of Windows 11 and troubleshooting business endpoints. Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint and OneDrive. Experience supporting Active Directory and/or Microsoft Entra ID user accounts, groups, permissions and authentication. Understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs and Wi-Fi. Experience diagnosing complex technical incidents and working through problems in a structured manner. Good understanding of endpoint security, patching, antivirus/EDR and secure configuration principles. Experience using IT service management or ticketing systems and maintaining clear technical records. Good understanding of access control, least privilege and Multi-Factor Authentication. Strong customer service and communication skills with the ability to explain technical issues clearly. A proactive approach to learning and a willingness to develop deeper infrastructure, cloud and security skills. Desirable Experience with Microsoft Intune, Autopilot, Defender or other Microsoft endpoint management and security technologies. Exposure to Azure infrastructure and cloud services. Experience with PowerShell or another scripting/automation technology. Knowledge of Windows Server, Group Policy and virtualisation. Exposure of Linux distributions. Exposure to network switching, firewalls, VLANs and troubleshooting network connectivity. Experience supporting Apple macOS or mobile devices in an enterprise environment. Knowledge of backup, monitoring, vulnerability management and disaster recovery concepts. Relevant Microsoft, CompTIA, Cisco or equivalent technical certification, or demonstrable progress towards one. Experience working in broadcast, media, production or another fast-paced operational environment. Competencies ·Strong technical curiosity and a desire to understand how systems work rather than simply applying temporary fixes. ·Logical, methodical and calm approach to troubleshooting and incident resolution. ·Able to take ownership of technical issues while knowing when to escalate to senior engineers or specialists. ·Good organisation and prioritisation skills across incidents, requests and project work. ·Clear communicator who can work effectively with both technical and non-technical colleagues. ·Security-conscious and disciplined when handling accounts, permissions, devices and company data. ·Collaborative and willing to share knowledge across the support team. ·Reliable, service-focused and comfortable supporting a global business where technology availability matters. ·High attention to detail in technical changes, documentation and ticket updates. ·Motivated to develop towards a fully independent 3rd line or infrastructure engineering role. If this is you and you want to know more, please send me your CV... JBRP1_UKTJ