Information Technology Support Engineer

Henley Executive Ltd; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Henley Executive Ltd is seeking a motivated 2nd Line IT Engineer to support a high-profile client with Microsoft 365, Azure Active Directory and Intune. You will handle incidents, perform diagnostics, and document resolutions to uphold service quality.

The role requires solid experience in cloud technologies, networking basics, and strong communication to interact with customers in a fast-paced environment.

Qualifications

• Two years in a second-line IT support role.
• Strong understanding of Microsoft 365, Azure AD and Intune.
• Networking knowledge: TCP/IP, DNS, DHCP, VPN and firewalls.
• Excellent communication and customer-facing skills, with reliable commuting to London.

Responsibilities

• Provide second-line support for Microsoft 365, Azure AD and Intune, resolving incidents.
• Diagnose and resolve complex issues escalated from first line.
• Document incident reports and resolutions clearly.
• Collaborate with vendors and internal teams to resolve cross-scope issues.
• Participate in continuous service improvement.
• Ensure adherence to security policies and procedures.
• Monitor systems and assist with updates and patches.

Skills

Microsoft cloud technologies

Customer communication

Incident management

Prioritisation

Team collaboration

Education

IT qualification (e.g., CompTIA A+/MCP)

Tools

Microsoft 365

Azure Active Directory

Intune

TCP/IP

DNS

DHCP

VPN

Firewalls

Job description

We have an exciting opportunity for a highly motivated individual to join our client, a managed Services Technology business, to work on their rapidly growing Outsourced IT Helpdesk.

As 2nd Line Engineer, you will be supporting one of their high-profile clients in resolving incidents within their Microsoft 365, Azure Active Directory and Intune environments.

Job Duties

• Provide second line technical support for Microsoft 365, Azure Active Directory, and Intune environments, resolving incidents efficiently and effectively.
• Investigate, diagnose and resolve complex technical issues escalated from first line support.
• Communicate clearly and professionally with customers, including face-to-face interactions, ensuring a high level of customer satisfaction.
• Maintain accurate documentation of all support activities, including incident reports and resolution steps.
• Collaborate with third-party vendors and internal teams to resolve issues beyond immediate scope.
• Participate in continuous service improvement initiatives by providing feedback and suggestions.
• Ensure compliance with company policies, procedures and security standards in all support activities.
• Support desktop and mobile device management through Intune, including policy application and troubleshooting.
• Monitor system performance and assist with the deployment of updates or patches as required.

Required Experience:

• At least two years’ experience working in a second line IT support capacity.
• Strong understanding of Microsoft cloud technologies, including Microsoft 365, Azure Active Directory and Intune.
• Good knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN and firewalls.
• Excellent verbal and written communication skills, with the confidence to engage directly with customers.
• Ability to commute reliably to Central London on a daily basis.
• A relevant IT qualification or equivalent experience in a technical support role is essential.
• Experience supporting Microsoft 365 workloads and Azure Active Directory services.
• Experience with device management solutions, preferably Microsoft Intune.
• Strong problem-solving skills with a methodical approach to incident management.
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Good interpersonal skills with the ability to explain technical information clearly to non-technical users.