2nd Line IT Desktop Support Engineer/EUC Engineer - Azure/M365

IT Support Engineer - 1st/2nd Line - Microsoft 365/Windows/Desktop/EUC/Azure

Are you an IT Support Engineer who enjoys getting stuck into technical problems, helping users and providing excellent customer service?

Perhaps you're an ambitious 1st/2nd Line Engineer looking for your next step, or an experienced 2nd Line Engineer who enjoys a varied, hands-on support role?

We're working with a highly successful, growing UK IT Solutions Provider looking for an enthusiastic IT Desktop (ideally with M365 & Azure) Support Engineer/EUC Engineer to join its team, supporting users at a key customer site in Alcester.

This is a fantastic opportunity to join an established technical team where you'll have plenty of variety, exposure to different technologies and the chance to develop your skills.

Importantly, we're not looking for someone who ticks every technical box. The priority is finding a capable, proactive IT Support Engineer with strong Microsoft/Desktop support experience, excellent troubleshooting skills and a great attitude.

The Role

You'll provide a mixture of remote, telephone, deskside and face-to-face IT support, working closely with end users, senior stakeholders and the wider Service Desk team.

This is a genuinely hands-on EUC/Desktop Support position, where no two days will be quite the same.

Key responsibilities include:

• Providing 1st and 2nd Line IT support across Microsoft Windows, desktop and end-user computing environments.
• Troubleshooting and resolving hardware, software, application and connectivity issues.
• Delivering deskside support, floor walking, telephone and remote assistance.
• Supporting senior stakeholders and VIP users with technical issues.
• Installing, configuring and troubleshooting laptops, desktops, printers and peripherals.
• Supporting Microsoft 365 applications, user accounts and general administration.
• Assisting with Active Directory, password resets, permissions and user management.
• Supporting office moves, IT equipment setups, cabling and general onsite IT requirements.
• Troubleshooting basic networking issues involving Switches, Routers and connectivity.
• Taking ownership of support tickets, ensuring issues are resolved within agreed SLAs.
• Escalating more complex technical issues and working with colleagues to resolve them.
• Maintaining accurate ticket notes, documentation and knowledge articles.
• Supporting service improvements and sharing knowledge with the wider team.

You'll be part of a wider team of approximately 10 IT Support Engineers, with colleagues across the UK and internationally.

What We're Looking For

Essential:

• Experience in a 1st Line, 2nd Line, IT Support, Desktop Support, Service Desk or EUC Engineer position.
• Good knowledge of Microsoft Windows 10/11 and desktop operating systems.
• Experience troubleshooting laptops, desktops, printers and end-user hardware.
• Familiarity with Azure/Microsoft 365/Office 365 applications.
• Basic Active Directory administration and user account management.
• Strong troubleshooting and problem-solving skills.
• Comfortable providing both remote and face-to-face IT support.
• Excellent communication skills and a customer-focused approach.
• A proactive, flexible attitude and willingness to get involved in all aspects of IT support.
• Able to attend the Alcester site three days per week.

Desirable - Not Essential:

• Microsoft 365 administration, including Exchange Online, Teams, SharePoint or Intune.
• Microsoft Azure or Entra ID.
• Networking fundamentals, including TCP/IP, DNS, DHCP, Switches and Routers.
• Firewall exposure, particularly SonicWall.
• Windows Server or Group Policy.
• macOS support.
• Experience working within an MSP or IT Solutions Provider.
• ITSM tools such as ConnectWise, ServiceNow or Autotask.
• ITIL knowledge or relevant Microsoft/CompTIA certifications.
• Experience supporting VIP users or senior stakeholders.

Don't worry if you haven't worked with Azure, Intune or every technology listed above. If you're a strong IT Support Engineer who enjoys solving problems, learning new technologies and delivering great service, we'd still love to hear from you!

What's On Offer?

• £28,000 - £32,000 for a developing 1st/2nd Line Engineer.
• £30,000 - £38,000 for an experienced 2nd Line Engineer.
• Hybrid working - 3 days onsite in Alcester.
• Free onsite parking.
• No on-call requirements.
• Private health insurance.
• Generous holiday allowance plus your birthday off.
• Enhanced pension contributions.
• Flexible working patterns.
• Regular company social events.
• Opportunity to develop your Microsoft 365, Azure and wider technical knowledge.
• A supportive team within a growing, successful IT Solutions Provider.

Interested?

If you're an enthusiastic IT Support Engineer looking for a varied, hands-on position where you can make a real difference, we'd love to hear from you.