Technology Support Engineer (2nd Line)

Etio

Sheffield

On-site

GBP 38,000 - 60,000

Full time

4 days ago

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Benefits offered by this job

25 days annual leave

Flexible working culture

Private Medical Insurance & Healthcare

Work from anywhere globally (up to 8…)

Cycle to Work & Electric Car Scheme

3% employer pension contribution

Job summary

Etio is seeking a Technology Support Engineer (2nd Line) to bridge day-to-day user support with platform ownership within its Technology & Digital team. You will manage the end-to-end device lifecycle, from procurement to retirement, and provide second-line troubleshooting across devices, Microsoft 365, and Etio's core platforms.

You will own security administration tasks such as Purview, retention, DSARs, licence audits, access reviews, and phishing simulations, while partnering with the

Qualifications

Hands-on experience administering Intune/Autopilot and Apple Business Manager/ADE device fleets.
Practical Microsoft 365 administration experience (Entra ID groups, distribution lists, basic Purview/retention).
Experience owning IT hardware procurement, warranty, and asset lifecycle processes.
Strong troubleshooting skills across devices, Microsoft 365, and common business applications.
Comfortable defining and owning a support escalation process without a large central IT function to fall back on.
Proven experience executing DSARs or supporting data protection/compliance administration.
Excellent documentation and process discipline.
Confident working directly with vendors and third-party support providers.

Responsibilities

Own end-to-end device procurement for laptops, tablets, and mobile hardware, including vendor selection, ordering, and cost tracking.
Manage Apple Business Manager / Automated Device Enrolment and the lifecycle of Apple devices, including provisioning and retirement.
Own warranty, damage, and repair processes for all Etio-owned hardware, minimising downtime for users.
Administer Intune/Autopilot day-to-day device provisioning and enrolment, aligning with baseline policy.
Act as the second-line escalation point for issues the Support Consultant cannot resolve at first line.

Skills

Intune/Autopilot

Apple Business Manager

Microsoft 365 administration

Device procurement & lifecycle

Vendor & escalation management

Tools

Freshservice

Freshdesk

ServiceNow

Job description

Job Title:
Technology Support Engineer (2nd Line)

Business Unit:
Etio

Location:
Remote (based in the United Kingdom)

Travel Requirements:
As required; occasional travel for hardware collection/deployment and team meetings

Overview of the Role

The Technology Support Engineer closes the gap between day-to-day user support and platform ownership within Etio's Technology & Digital team. As Etio builds out its own independent technology function, this role takes on the technical support, device lifecycle, and BAU compliance administration work that has historically relied on hand-off to an external IT provider.

This role owns the end-to-end device and hardware lifecycle, from procurement through to retirement, and provides second-line troubleshooting across devices, Microsoft 365, and Etio's core business platforms. It also takes day-to-day operational ownership of routine security and compliance administration (Microsoft Purview, DSARs, retention housekeeping, licence audits, access reviews) and runs Etio's security awareness and phishing simulation programme, freeing the Platform & Infrastructure Lead to focus on strategic architecture and assurance rather than routine admin.

The postholder works closely with the Support Consultant to ensure a seamless end-to-end support experience, and with the Platform & Infrastructure Lead to ensure escalations are resolved quickly without reliance on external or central IT teams.

Key Responsibilities

Your core responsibilities include, but are not limited to:

Own end-to-end device procurement for laptops, tablets, and mobile hardware, including vendor selection, ordering, and cost tracking.
Manage Apple Business Manager / Automated Device Enrolment and the lifecycle of Apple devices, including provisioning and retirement.
Own warranty, damage, and repair processes for all Etio-owned hardware, minimising downtime for users.
Own the technology component of the employee offer, ensuring every new joiner has the right kit, software, and access from day one, working closely with the People Team.
Administer Intune/Autopilot day-to-day device provisioning and enrolment, working with the Platform & Infrastructure Lead to align with the agreed baseline policy.
Act as the formal second-line escalation point for issues the Support Consultant cannot resolve at first line, removing Etio's current reliance on handing off to an external IT provider.
Own and document Etio's support escalation path end-to-end, including SLAs, ownership, and when to involve the Platform & Infrastructure Lead or external vendors.
Provide second-line troubleshooting across Microsoft 365, devices, and Etio's core business applications (e.g. Monday.com, Azure-hosted platforms).
Perform day-to-day Microsoft Purview administration, including retention labels and DLP alert triage, escalating design or policy changes to the Platform & Infrastructure Lead.
Execute Data Subject Access Requests in line with policy, logging and tracking requests through Etio's service desk platform to statutory timescales.
Support data retention housekeeping in line with Etio's Records Retention Policy and Schedule.
Conduct periodic software/SaaS licence compliance audits, flagging unused, under-utilised, or non-compliant licences to the Platform & Infrastructure Lead and Licensing/Commercial owner.
Support the Platform & Infrastructure Lead in planning and executing scheduled DR/BCP tests, and in actioning any gaps identified.
Own the schedule and delivery of simulated phishing campaigns and general security awareness training, using tooling such as KnowBe4 or Microsoft Defender Attack Simulator.
Work with the Platform & Infrastructure Lead to agree campaign scope and target click-through/report rates, and with the Support Consultant to communicate results and follow-up guidance to users.
Administer security groups on a day-to-day basis.
Support Conditional Access/MFA policy maintenance and third-party access requests (TPAR) alongside the Platform & Infrastructure Lead.
Support guest and external access governance for partners and associates.
Coordinate and execute Etio's annual user access reviews, working with system and application owners to confirm access remains appropriate.
Provide technology support across Etio's programmes and business applications, not just core employee IT, working with programme teams to resolve platform-level issues.
Support the identification of unauthorised tools (e.g. shadow AI use) and feed findings into governance processes.
Document and maintain support and escalation runbooks so critical knowledge is not dependent on a single person or an external provider.
Identify and propose practical process improvements from recurring support and escalation themes, working with the Support Consultant on shared workflows.

Expected Behaviours and Working Style

Make every day count – You take ownership of the device and support estate end to end. You keep on top of escalations, procurement, and compliance admin without needing to be chased, and you follow through until issues are genuinely resolved.
Lead the way – You build the internal capability that reduces Etio's reliance on external IT support. You spot recurring problems before they become escalations, and you're not afraid to challenge a process that isn't working.
Deliver with empathy – You understand that a broken laptop or a stuck request stops someone doing their job. You communicate clearly, prioritise sensibly, and keep the people affected informed.

A fully in-house device lifecycle process, from procurement to retirement, with no dependency on an external provider.
A documented, working escalation path that resolves issues without falling back on an external IT provider.
BAU Purview/retention administration completed on schedule, with DSARs closed within statutory timescales.
Reduced routine escalations to the Platform & Infrastructure Lead, freeing their time for strategic architecture and assurance work.
Improved technology support coverage across programme and business applications, not just core IT.
Documented, current escalation and device-lifecycle runbooks accessible to the wider team.
A running security awareness/phishing simulation programme with tracked, improving results over time.
Software/SaaS licence spend and compliance validated through periodic audits, with findings reported and actioned.
Annual user access reviews completed and evidenced across core systems.

KPIs / Targets

Target / KPI

Device lifecycle Procurement-to-retirement process fully documented and operating with no dependency on an external provider

Escalation resolution Second-line issues resolved within agreed SLA, without falling back on an external IT provider

Compliance administration DSARs closed within statutory timescales; Purview/retention housekeeping and licence audits completed on schedule

Security awareness Phishing simulation and awareness programme run to schedule, with click-through/report rates improving over time

Access governance Annual user access reviews completed and evidenced across core systems

Skills, Experience, and Qualifications

Essential

Hands-on experience administering Intune/Autopilot and Apple Business Manager/ADE device fleets.
Practical Microsoft 365 administration experience (Entra ID groups, distribution lists, basic Purview/retention).
Experience owning IT hardware procurement, warranty, and asset lifecycle processes.
Strong troubleshooting skills across devices, Microsoft 365, and common business applications.
Comfortable defining and owning a support escalation process without a large central IT function to fall back on.
Proven experience executing DSARs or supporting data protection/compliance administration.
Excellent documentation and process discipline.
Confident working directly with vendors and third-party support providers.

Desirable

Experience running or supporting phishing simulation / security awareness campaigns (e.g. KnowBe4, Microsoft Defender Attack Simulator).
Experience with software/SaaS licence audits or IT asset management.
Familiarity with ticketing platforms (Freshservice, Freshdesk, ServiceNow, or equivalent).
Exposure to Conditional Access/MFA policy administration.
Experience supporting programme or line-of-business applications beyond core IT.
Relevant certifications (e.g. MD-102, MS-700, or an equivalent Apple/device management certification).

Etio are committed to creating an inclusive environment for all employees. We welcome applications from all groups, particularly those underrepresented in the workforce.

Accessibility and Adjustments

We’re committed to an inclusive and accessible recruitment process. If you need us to make adjustments so you can show your best self during the application or selection process, just let us know. We’re happy to support you.

Who We Are

Etio is a mission-driven organisation providing expertise to improve education systems and outcomes.

We work in partnership with the Department for Education and sector leaders to deliver high-quality national programmes that raise standards and strengthen the profession.

Benefits