2nd Line IT Support Engineer – M365 & Networking

Home Group; Newcastle upon Tyne; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Health cash plan

Volunteer days

Pension & life insurance

Discounts

Family policies

Job summary

Home Group in Newcastle upon Tyne is looking for an IT Service Desk professional to support the Microsoft 365 stack, configure devices at scale, and own incidents end to end.

You will join a team that values clear communication, strong troubleshooting skills, and the delivery of reliable tech services in a hybrid work setting. The role offers a 7.5 hour day and a focus on service quality.

Qualifications

• Experience in IT service management and incident handling within an ITIL framework.
• Ability to explain tech clearly to colleagues with strong written and verbal communication.
• Experience with Microsoft 365 technologies including Intune, Entra ID, Teams and Exchange.
• Familiarity with networking equipment such as Meraki, Cisco; problem-solving in a service desk context.

Responsibilities

• Support the Microsoft 365 stack including Intune, Entra ID, Teams and Exchange, and automate routine tasks with PowerShell
• Provision and configure devices at scale using Intune and Autopilot.
• Own escalations from 1st line, managing incidents through to resolution and delivering a great experience for colleagues.
• Troubleshoot Meraki and Cisco networks, VPN and Wi‑Fi, using monitoring and diagnostic tools and coordinating with suppliers where needed to restore service
• Document fixes and knowledge base articles, feeding insights into problem management and improvements.
• Deliver office projects, install kit, coordinate suppliers and represent IS on-site during office openings, closures and support activities.

Skills

Excellent communication

Troubleshooting

Microsoft 365 stack

Intune

Education

ITIL Foundation

Microsoft Fundamentals (SC-900/AZ-900)

Tools

Halo ITSM

Intune

Autopilot

Meraki

Cisco VPN

Job description

Home Group in Newcastle upon Tyne is looking for an IT Service Desk professional to support the Microsoft 365 stack, configure devices at scale, and own incidents end to end.

You will join a team that values clear communication, strong troubleshooting skills, and the delivery of reliable tech services in a hybrid work setting. The role offers a 7.5 hour day and a focus on service quality.