Hybrid Tier 2 IT Service Desk Engineer – Microsoft 365 Expert
INFINITY GROUP HOLDINGS LIMITED
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Descripción de la vacante
Infinity Group is seeking a Tier 2 IT Service Desk Engineer to own complex technical issues affecting customers’ productivity. You will work across Microsoft 365, identity and endpoint technologies, escalating and resolving incidents while coaching Tier 1 engineers.
The role is hybrid, based in Tunbridge Wells with fully funded training and development, and unlimited annual leave. You’ll help ensure a secure, high-quality service and customer experience.
Formación
- Experience in IT service desk or similar role.
- Strong troubleshooting and structured problem solving.
- Clear communication and customer-focused attitude.
Responsabilidades
- Diagnose and resolve escalated incidents across Microsoft 365, Windows endpoints, Entra ID, Exchange Online, Teams, Intune and associated workplace technologies.
- Own incidents from triage to resolution with clear customer updates.
- Maintain service quality and security with best-practice access controls and data protection.
- Coach Tier 1 engineers to improve troubleshooting and ticket quality.
- Identify patterns and contribute to knowledge content to reduce repeats.
- Collaborate with senior engineers and specialist teams for difficult escalations.
Herramientas
Descripción del empleo
Infinity Group is seeking a Tier 2 IT Service Desk Engineer to own complex technical issues affecting customers’ productivity. You will work across Microsoft 365, identity and endpoint technologies, escalating and resolving incidents while coaching Tier 1 engineers.
The role is hybrid, based in Tunbridge Wells with fully funded training and development, and unlimited annual leave. You’ll help ensure a secure, high-quality service and customer experience.
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