2nd Line Support Engineer

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2nd Line Support Engineer

Isio's IT department has 14 employees who support the company's 1,400 employees across our 10 locations.

The 2nd Line Support Engineer will be responsible for dealing with queries and issues across Isio’s IT systems. To resolve technical issues escalated from the first line, the following areas may be involved, but are not limited to: Microsoft 365; Secure Web Gateway; Microsoft Azure AD; Virtual Machines; Microsoft Intune; Azure Virtual Desktops; Network Issues (Cisco Meraki); SOC Incidents; SharePoint Online & SAAS-based apps

The role requires resolving critical issues and ensuring Isio’s solutions are always fit-for-purpose and meet or exceed expectations. The role also involves maintaining a liaison with third parties and communicating with the wider Isio organisation.

This role is based in our central London office, with a hybrid workstyle requiring 4 days a week in the office, one day from home.

Role Responsibilities

• Support a user base of 1,400+ pension-oriented employees and support staff via telephone, service desk, and MS Teams communications.
• Work with the Head of Service Delivery and the Infrastructure Manager to resolve complex queries and issues relating to Isio’s IT applications.
• Assist with the upskilling of other IT staff members to ensure issues and queries can be resolved before being escalated to the 2nd line engineers.
• Work closely with other IT teams and wider Isio stakeholders to resolve issues and improve efficiencies across the organisation.
• Assist with the administration and configuration of SharePoint Online.
• Document solutions to problems to build an IT knowledge base.

Experience/Competencies Required

Minimum

• Excellent planning & organisational skills
• Microsoft qualifications around M365 and Azure
• Previous experience in a technical second-line support role
• Strong analytical skills and a creative approach to problem solving.
• Excellent communication skills with good customer-facing skills.
• high degree of understanding of the trends in IT and knowledge of the Microsoft stack, including Azure AD, Azure, SharePoint Online, M365, and 3rd party backup solutions.
• Windows 10/11 and Server 2016/2019 operating systems along with the Microsoft office suite
• ability to work independently and under pressure with minimal or no supervision.
• ability to travel nationally on an as-needed basis.
• An ability to work with security in mind in approach to all fixes.

Desirable

• Hands on experience with administration of Secure Web Gateway technologies (Web Filter, Web Firewall, IPS/IDS)
• keeping our systems up to date with installation of software/firmware updates in line with vendor releases whilst maintaining service availability for our staff and clients.
• TCP/IP, DNS, DHCP, Firewalls, Switches and Wireless Access Points with a focus on Cisco Meraki

What we offer you

Isio is a people business, and we’re committed to helping our great colleagues gain a wide variety of experience, significant development opportunities and progression through the business. The variety of work that’ll be available to you will enable you to do this.

You can find out more about Isio and the benefits we offer on our careers website.

At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.

We have offices across the UK and many of our roles offer a hybrid, flexible approach to work to help create a work-life balance that works for you. Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates.

If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask.