2nd Line Support Engineer

CFP Energy (UK) Ltd; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading energy company in the UK is seeking an experienced IT Support Engineer to join their technical operations team. This role involves troubleshooting advanced technical issues, leading IT projects, and mentoring junior staff. The ideal candidate should have 3-5 years of experience, strong knowledge of Microsoft 365 administration, and the ability to handle escalated support tickets across multiple countries. This position offers the chance to work with enterprise-level systems and dynamic IT initiatives.

Qualifications

• 3-5 years of experience in IT support at Level 2/3.
• Strong experience with helpdesk ticket systems and SLA compliance.
• Proficiency in Microsoft 365 services and troubleshooting.

Responsibilities

• Manage and resolve complex escalated helpdesk tickets.
• Perform advanced troubleshooting across Microsoft 365 services.
• Lead IT projects including user migrations and system improvements.

Skills

Microsoft 365 administration

Advanced troubleshooting

Helpdesk ticketing systems

PowerShell scripting

Customer service

Project management

Documentation skills

Tools

Azure AD

Intune

Exchange Online

SharePoint

Defender for Endpoint

Job description

2nd Line Support Engineer

We are seeking an experienced IT Support Engineer (Level 2/3) to join our technical operations team. This role combines advanced technical problem‑solving with leadership responsibilities, serving as a bridge between first-line support and senior infrastructure engineering. You will handle escalated technical issues, manage complex helpdesk tickets, lead IT projects, and mentor junior team members.

This is an excellent opportunity for a skilled support engineer looking to advance their career in a dynamic environment, with exposure to enterprise-level systems, cloud technologies, and strategic IT initiatives. You will work closely with IT management and senior engineers while maintaining direct responsibility for resolving escalated user issues and managing the helpdesk ticketing system.

Your responsibilities will include managing escalated helpdesk tickets, performing advanced troubleshooting across Microsoft 365 and Azure environments, implementing IT projects, maintaining documentation and knowledge base articles, and providing technical guidance to first-line support staff. You will support over 300 end users across multiple geographical locations including France, Spain, Netherlands, Switzerland, and Poland.

Key Responsibilities

• Manage and resolve complex escalated tickets from first-line support, ensuring timely resolution and maintaining SLA compliance.
• Perform advanced troubleshooting of Microsoft 365 services including Azure AD, Intune, Exchange Online, SharePoint, Teams, and Defender for Endpoint.
• Monitor helpdesk ticket queues, identifying trends and recurring issues to implement proactive solutions and reduce ticket volume.
• Lead and execute IT projects including user migrations, system deployments, software rollouts, and infrastructure improvements.
• Create and maintain comprehensive technical documentation, knowledge base articles, and standard operating procedures.
• Provide technical mentorship and training to first-line support engineers, reviewing their ticket resolutions and escalations.
• Collaborate with third-party vendors and software providers, managing support cases and coordinating issue resolution.
• Implement and manage security policies across endpoints using Intune and Defender, ensuring compliance with organizational security standards.
• Perform user lifecycle management including onboarding, offboarding, and role changes across multiple systems and applications.
• Conduct root cause analysis on recurring technical issues and implement preventative measures.
• Support multi-tenant Microsoft 365 environments across CFP Energy subsidiaries in multiple countries.
• Develop and maintain PowerShell scripts for automation of routine tasks and system management.
• Manage SSO integrations, SCIM provisioning, and identity management across enterprise applications.
• Proactively identify opportunities for process improvements and operational efficiency gains.

Ideal Candidate

• 3-5 years of experience in IT support with demonstrated progression to Level 2/3 responsibilities.
• Strong experience managing helpdesk ticketing systems and SLA-driven support environments.
• Advanced knowledge of Microsoft 365 administration including Azure AD, Intune, Exchange Online, SharePoint, and Teams.
• Experience with PowerShell scripting for automation and system management.
• Proven ability to troubleshoot complex technical issues across multiple platforms and technologies.
• Strong documentation skills with experience creating technical guides and knowledge base articles.
• Experience mentoring or training junior IT staff.
• Security-first mindset with experience implementing endpoint protection and security policies.
• Excellent customer service skills with ability to communicate technical concepts to non-technical users.
• Strong project management capabilities and ability to handle multiple priorities.
• Experience with technologies including: Defender for Endpoint, Windows 10/11, VPN solutions, SSO and MFA technologies, SCIM provisioning, API integrations.
• Desirable: Experience with Bash scripting, Power Automate/Logic Apps, Azure infrastructure, multi-tenant Microsoft 365 environments.

The CFP Energy Group is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.