Second-Line IT Support Engineer – Hybrid (365/Azure)
Dentons
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Benefits offered by this job
Job summary
Dentons Business Services EMEA in Warsaw is seeking a Second Line Support Engineer to deliver IT support to internal customers across the UK and the Middle East. The 2nd Line Engineer acts as a key escalation point between the Service Desk and 3rd Line Engineers, handling complex technical issues and ensuring timely resolutions.
The role includes shifts 08:00–24:00 with a hybrid work model in Warsaw, supporting Microsoft 365, Azure AD/Entra ID, Exchange Online and Azure Virtual Desktop, and
Qualifications
- Proven experience in a corporate IT environment (Help Desk/Service Desk/Desktop Support).
- Strong English communication and customer service orientation.
- Ability to work independently and meet SLAs.
Responsibilities
- Provide second line technical support by handling tickets and escalations.
- Analyze unresolved 1st Line issues and ensure resolution within SLAs.
- Deliver excellent customer service and maintain communication with users.
- Perform root cause analysis and suggest improvements with other teams.
- Support Microsoft 365, Azure AD Entra ID, Exchange Online, and AVD.
- Contribute to Knowledge Base with new articles and updates.
- Work shifts 08:00–24:00, with hybrid work options (home/office).
- Stay informed about changes in the IT environment and internal processes.
Skills
Job description
Dentons Business Services EMEA in Warsaw is seeking a Second Line Support Engineer to deliver IT support to internal customers across the UK and the Middle East. The 2nd Line Engineer acts as a key escalation point between the Service Desk and 3rd Line Engineers, handling complex technical issues and ensuring timely resolutions.
The role includes shifts 08:00–24:00 with a hybrid work model in Warsaw, supporting Microsoft 365, Azure AD/Entra ID, Exchange Online and Azure Virtual Desktop, and
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