Job Description:
Role: Second Line Service Desk Engineer
Salary: £30,000 to £37,500 per annum (DOE)
Location: Hybrid (Norfolk) | Minimum one anchor day per week in our King's Lynn office
Reporting To: Service Desk Team Lead
About Workplace IT
Workplace IT provides CAF Compliant Co-Managed IT Services and Digital Safeguarding to large Health, Social Care, Housing, Education, Charity and Public Sector organisations across the UK.
As a Second Line Service Desk Engineer, you will be responsible for troubleshooting and resolving technical issues across Microsoft 365, Entra ID, Intune, networking and end-user technologies. Working within our Service Desk team, you will support some of the UK's largest Health and Social Care organisations whilst delivering exceptional customer service and technical expertise.
Key Responsibilities
Troubleshoot and resolve technical issues across Microsoft 365, Microsoft Entra ID, Intune and Azure environments.
Support and administer Multi-Factor Authentication, Conditional Access and Microsoft security controls.
Investigate and resolve Windows 11 workstation, laptop and mobile device issues.
Configure and support Microsoft Intune, Windows Autopilot and endpoint management solutions.
Diagnose and resolve wired and wireless networking issues.
Configure and support routers, switches, firewalls and wireless access points.
Collaborate with customer IT teams, third-party vendors and internal Workplace IT teams.
Maintain accurate and detailed ticket updates within our service management platform.
Follow agreed Service Level Agreements and customer processes.
Work closely with Service Coordinators to manage ticket progression and client communication.
Contribute to knowledge base articles, documentation and continuous service improvement initiatives.
Skills & Experience
A minimum of three years' experience working within an MSP, Service Desk or IT Support environment.
Strong knowledge of Microsoft 365 administration and troubleshooting.
Experience supporting Microsoft Entra ID, Intune and endpoint management technologies.
Good understanding of Multi-Factor Authentication, Conditional Access and Microsoft security solutions.
Experience supporting Microsoft 365 Business Premium security technologies would be advantageous.
Expe...
2nd Line Engineer employer: Workplace IT Technologies
Workplace IT is an exceptional employer that prioritises employee growth and development, offering a supportive work culture where innovation and collaboration thrive. With a focus on delivering vital IT services to the health and public sectors, employees enjoy the flexibility of home-based work while receiving competitive salaries and additional allowances for travel. Join us in making a meaningful impact across communities in North England and Scotland, where your contributions are valued and recognised.
