Technical Support Analyst - Level 2

Technical Support Analyst - Tier 2

Location: Taunton / Hybrid (with occasional UK travel)

Hours: 37.5 per week, two shifts: 08:30-17:00 / 10:00-18:00

Overview:

We are recruiting on behalf of our client for a Tier 2 Technical Support Analyst with strong cloud and Microsoft 365 expertise. This role is ideal for someone with at least three years' experience in IT support who is confident handling escalated tickets, delivering projects, and acting as a technical point of contact for end-users. The position combines service desk responsibilities with site visits and cloud-focused project delivery, offering excellent scope for development.

Key Responsibilities:

• Provide 2nd-line support remotely, over the phone, and on client sites.

   

• Manage and resolve escalated tickets across Microsoft 365, Azure, networks, and on-premises infrastructure.

   

• Administer Microsoft 365 environments, including Azure Active Directory, Exchange Online, SharePoint, Teams, OneDrive, Endpoint Manager, and related admin centres.

   

• Configure and secure Microsoft 365 tenants, applying security policies and best practice.

   

• Support Windows Server, desktop OS, and mobile device management via Intune.

   

• Carry out networking support including routers, firewalls, switches, TCP/IP, and DNS.

   

• Implement and support security protocols including DKIM, DMARC, and SPF.

   

• Contribute to cloud migration and upgrade projects, producing technical documentation and knowledge base articles.

   

• Act as an escalation point for Tier 1 analysts and provide mentoring when required.

   

Skills & Experience Required:

• Minimum 3 years in a technical support or service desk role.

   

• Proven experience administering Microsoft 365 and Azure AD environments.

   

• Strong knowledge of Intune (device configuration, compliance, app deployment, and PowerShell scripting).

   

• Hands-on experience with cloud networking and security principles.

   

• Familiar with ticketing systems, SLAs, and ITIL processes.

   

• Excellent troubleshooting skills across desktop, server, and cloud environments.

   

• Ability to manage multiple clients and adapt quickly to different environments.

   

Desirable:

• Microsoft certifications (e.g., MS-100, MS-101, AZ-900, MD-100/101).

   

• Experience in a managed service provider (MSP) environment.

   

• Windows Server (Apply online only)) administration.

   

• SharePoint site creation and permission management.

   

Ideal Candidate:

A strong communicator who enjoys problem-solving, thrives in a varied role, and is passionate about cloud technologies. You'll be flexible with travel when required, proactive in your learning, and confident in delivering high-quality IT support and project work.