Support Analyst - 2nd and Some 3rd Line, Office 365, AD, Azure, etc

Architechies Touch Software; England; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading company in the film industry is looking for a 2nd & 3rd Line IT Support Engineer to deliver comprehensive IT support across various departments. This role involves resolving technical issues, managing user accounts, and collaborating with service providers while offering growth and training opportunities.

Qualifications

• Experience with 2nd & 3rd line IT support.
• Knowledge of Azure and Office 365 is essential.
• Excellent communication and customer service skills.

Responsibilities

• Provide 2nd & 3rd line technical support for hardware and software.
• Administer Active Directory and manage user accounts.
• Collaborate with third-party service providers.

Skills

2nd Line Support

3rd Line Support

Azure

Office 365

Communication

Customer Service

Networking

Windows OS

Tools

Azure AD

Active Directory

SharePoint Online

Hyper-V

Job description

Office Based 5 Days Monday - Friday

Key skills: 2nd and some 3rd Line Support, Azure, Office 365, Azure AD, Hardware, Networking. Must have excellent communication skills and customer service.

My client is a rapidly growing European subsidiary of a global film company specializing in lighting, rigging, generators, etc. They also own film studios and facilitate studios for other organizations. They seek a reliable, self-motivated individual to work as part of a busy team responsible for delivering IT support and services across various departments within a fast-paced environment.

The 2nd & some 3rd Line IT Support Engineer plays a crucial role in providing comprehensive IT coverage, service desk assistance, and desktop support. Acting as the primary contact for users across multiple locations, you will address application, system, and hardware support needs, collaborating with third-party IT vendors as needed.

You will have excellent exposure to Windows, Azure, Azure AD, Office 365, Hardware, Networking, and resolving more complex issues and escalations.

Key Responsibilities:

• Provide 2nd & some 3rd line technical support for hardware and software.
• Collaborate with third-party service providers for issue resolution.
• Manage Microsoft Client Operating Systems installation and maintenance.
• Administer Active Directory, including Group Policies.
• Manage user accounts, security groups, onboarding/offboarding, and device enrollment/documentation.
• Support network printers and wireless devices.
• Maintain mobile devices and warehouse hand scanner hardware.
• Support Office 365, including user and service administration.
• Handle patch management for servers, desktops, and Mac estate.
• Own escalated technical issues, providing effective solutions.
• Troubleshoot hardware, software, and network issues.
• Maintain documentation for systems and troubleshooting procedures.
• Create procedural documents for common issues.
• Mentor junior support engineers.
• Administer SharePoint Online, managing groups, security, and permissions.
• Support multiple sites remotely using management tools.
• Handle user onboarding/offboarding via Active Directory.
• Implement security best practices.
• Administer O365 Cloud Suite, including OneDrive, Teams, and SharePoint.
• Provide user training on key applications.
• Manage the IT helpdesk for 2nd & 3rd line support.
• Coordinate with stakeholders and escalate issues as needed.
• Support CCTV systems and Net2 within network infrastructure.
• Use monitoring tools for proactive issue detection.
• Configure and maintain server hardware.
• Administer virtualization platforms like Hyper-V.
• Familiarity with cloud platforms (AWS, Azure) is advantageous.
• Troubleshoot Windows Server and Desktop OS.

Key Competencies:

• Stay updated on IT best practices and industry trends.
• Knowledge of IP telephony systems.
• Windows support experience.
• Proficiency in Active Directory.
• IT hardware knowledge.
• Basic networking skills.
• Experience with Azure Cloud, Office 365, SQL.
• Understanding of LAN/WAN networking.
• Manage user security levels.
• Troubleshoot routers, printers, and hardware.
• Strong knowledge of Windows Server and Office 365.
• Previous experience in Service Desk, Desktop Support, or IT Support roles.
• Experience with network hardware and VoIP systems.

Personal Attributes:

• Understanding of LAN/WAN technologies.
• Experience with Active Directory administration.
• Passion for computers and practical knowledge of hardware/software.
• Flexible, self-motivated, and hands-on.
• Problem-solving skills and persistence.
• Good organization and time management.
• Valid driving license and passport for travel.
• Excellent written and verbal communication skills.
• Ability to create and follow procedural documentation.

This role offers the opportunity for a long-term career with advancement prospects and first-class training.