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For Companies At a Glance
- Tasks: Provide 2nd-line support and manage escalated tickets for cloud and Microsoft 365.
- Company: Join a dynamic team focused on innovative IT solutions.
- Benefits: Competitive salary, professional development, and flexible working options.
- Why this job: Make a real impact by solving complex tech challenges and supporting clients.
- Qualifications: 3+ years in IT support with strong Microsoft 365 and Azure expertise.
- Other info: Exciting opportunities for growth and learning in a fast-paced environment.
The predicted salary is between 36000 - 60000 £ per year.
Overview
We are recruiting on behalf of our client for a Tier 2 Technical Support Analyst with strong cloud and Microsoft 365 expertise. This role is ideal for someone with at least three years\’ experience in IT support who is confident handling escalated tickets, delivering projects, and acting as a technical point of contact for end-users. The position combines service desk responsibilities with site visits and cloud-focused project delivery, offering excellent scope for development.
Key Responsibilities
- Provide 2nd-line support remotely, over the phone, and on client sites.
- Manage and resolve escalated tickets across Microsoft 365, Azure, networks, and on-premises infrastructure.
- Administer Microsoft 365 environments, including Azure Active Directory, Exchange Online, SharePoint, Teams, OneDrive, Endpoint Manager, and related admin centres.
- Configure and secure Microsoft 365 tenants, applying security policies and best practice.
- Support Windows Server, desktop OS, and mobile device management via Intune.
- Carry out networking support including routers, firewalls, switches, TCP/IP, and DNS.
- Implement and support security protocols including DKIM, DMARC, and SPF.
- Contribute to cloud migration and upgrade projects, producing technical documentation and knowledge base articles.
- Act as an escalation point for Tier 1 analysts and provide mentoring when required.
Skills & Experience Required
- Minimum 3 years in a technical support or service desk role.
- Proven experience administering Microsoft 365 and Azure AD environments.
- Strong knowledge of Intune (device configuration, compliance, app deployment, and PowerShell scripting).
- Hands-on experience with cloud networking and security principles.
- Familiar with ticketing systems, SLAs, and ITIL processes.
- Excellent troubleshooting skills across desktop, server, and cloud environments.
- Ability to manage multiple clients and adapt quickly to different environments.
Desirable
- Microsoft certifications (e.g., MS-100, MS-101, AZ-900, MD-100/101).
- Experience in a managed service provider (MSP) environment.
- Windows Server administration.
- SharePoint site creation and permission management.
Ideal Candidate
A strong communicator who enjoys problem-solving, thrives in a varied role, and is passionate about cloud technologies. You\\\’ll be flexible with travel when required, proactive in your learning, and confident in delivering high-quality IT support and project work.
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Technical Support Analyst - Level 2 employer: Verelogic
Contact Detail:
Verelogic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Analyst - Level 2
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work with Microsoft 365 and cloud technologies. Attend meetups or webinars to meet potential employers and get your name out there.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements in technical support. This is a great way to demonstrate your expertise in Microsoft 365 and Azure to potential employers.
✨Tip Number 3
Prepare for interviews by brushing up on common technical questions related to cloud services and troubleshooting. Practice explaining your thought process when solving problems, as this will show your analytical skills and confidence.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that match your skills. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace Technical Support Analyst - Level 2
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft 365 and Azure. We want to see how your skills match the role, so don’t be shy about showcasing your technical expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re passionate about cloud technologies and how your problem-solving skills make you the perfect fit for our team.
Show Off Your Troubleshooting Skills: In your application, give examples of how you've tackled tricky support issues in the past. We love seeing real-life scenarios where you've made a difference!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Verelogic
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and Intune. Be ready to discuss specific scenarios where you've successfully resolved escalated tickets or managed cloud environments. This will show that you’re not just familiar with the tools, but you can also apply them effectively.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled complex technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your analytical thinking and troubleshooting abilities, which are crucial for a Technical Support Analyst.
✨Familiarise Yourself with ITIL Processes
Since the role involves managing tickets and SLAs, it’s important to understand ITIL principles. Brush up on how these processes work and be ready to discuss how you've implemented them in previous roles. This shows that you can work efficiently within established frameworks.
✨Be Ready for Hands-On Scenarios
Expect some practical questions or scenarios during the interview. They might ask you to troubleshoot a common issue or configure a Microsoft 365 tenant. Practising these scenarios beforehand will help you feel more confident and prepared to showcase your technical skills.
