2nd Line Support Engineer- M365, Azure - £45,000 - £50,000 - Midlands - Office based

InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen; West Midlands; On-site; GBP 45,000 - 50,000; Full time

Job summary

A leading IT recruitment firm is seeking a 2nd Line Support Engineer specializing in M365 and Azure for their office in the Midlands. The role involves managing incidents and requests via phone, ensuring customer satisfaction, and maintaining service level agreements. Candidates should possess exceptional M365 knowledge and have proven experience in a 2nd/3rd Line Support capacity within an MSP environment. This is a fantastic opportunity to join a well-established team.

Qualifications

• Exceptional knowledge of M365 and Azure required.
• Proven experience in 2nd / 3rd Line Support within an MSP environment.
• Strong communication skills with commitment to customer satisfaction.

Responsibilities

• Manage incidents and requests from initial request to resolution.
• Ensure customer satisfaction and service level agreements are met.
• Take escalations from the 1st line team and support at 2nd / 3rd Line level.

Skills

Exceptional knowledge of M365

Exceptional knowledge of Azure

Infrastructure / Networking

Proven 2nd / 3rd Line Support

Exceptional communication skills

Tools

Ticketing systems

Job description

2nd Line Support Engineer- M365, Azure - £45,000 - £50,000 - Midlands - Office based

This is a great opportunity to join fast growing Microsoft Cloud & Managed Services Provider. You will be joining a well-established team and can be based in either SW London or the Midlands.

You will be working from the office you will be managing incidents and requests over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met.

You will be taking escalations from the 1st line team and working at a 2nd line level although occasionally this could be rise to 3rd Line level.

You will have exceptional M365 knowledge as well as a strong understanding of Azure, alongside these, skills in broader infrastructure and Networking would be advantageous.

Key skills and responsibilities

• Exceptional knowledge of M365 / Azure
• Infrastructure / Networking
• Proven 2nd / 3rd Line Support in an MSP environment
• Exceptional communication skills and committed to customer satisfaction.
• Working knowledge of ticketing systems and able to document ticket resolutions effectively.
• Able to work under pressure and meet deadlines and SLA's
• Able to work independently and as part of the team