The role:
We are seeking an experienced End User & M365 Computing Support Engineer to provide 2nd Line IT support to our end-users. The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our Service Desk Team.
Key responsibilities:
*2nd Line IT Support:
*Provide desk side and remote 2nd line support to end-users, resolving technical issues efficiently.
*Ensure a seamless and positive experience for clients.
*Proactive Issue Resolution:
*Identify and resolve issues proactively to minimize downtime.
*Maintain high standards of customer service.
*Microsoft Modern Workplace & Cloud Technologies:
*Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
*Implement and maintain Microsoft Modern Workplace solutions.
*Technical Expertise:
*Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
*Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.
*Customer Service Skills:
*Exhibit excellent technical and customer service skills.
*Communicate effectively with end-users and team members.
*Manage time efficiently and build strong relationships with users.
*Documentation:
*Produce high-quality documentation for IT processes and procedures.
*Maintain accurate records of support activities.
*Coaching and Mentoring:
*Provide guidance and coaching to junior team members.
*Share knowledge and best practices to enhance team performance.

Certifications desired:
*Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
*ITIL Foundation certification (preferred)

Experience required:
*Proven experience with at least 3 years in a similar role providing 2nd line IT support.
*Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
*Excellent communication and customer service skills.
*Ability to produce high-quality documentation.
*Experience in coaching and mentoring junior team members.

Benefits:
*Competitive salary
*Life Assurance
*Health cash plan which includes Wellness & EAP
*Group Pension
*Referral incentive
*Professional development & study support
*Exclusive staff discounts

Please note this role is working on a Hybrid basis 3 days per week in our Bolton office.