Tier 2 - IT Engineer - Platinum

• Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices, and business applications.  • Act as the primary escalation point for Tier 1 Engineers, owning complex incidents through to resolution.  • Troubleshoot and resolve issues relating to Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD), and Intune.  • Administer Microsoft Intune, Autopilot, device compliance policies, application deployment, and endpoint security configurations.  • Manage Microsoft Entra ID, Active Directory, Group Policy, user provisioning, access management, and identity-related issues.  • Support Azure-hosted services, Azure Virtual Desktop (AVD), virtual machines, storage, and cloud networking.  • Perform advanced troubleshooting of networking technologies including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, SD-WAN, and connectivity issues.  • Configure, maintain, and troubleshoot firewalls, switches, wireless infrastructure, and network security controls.  • Investigate and respond to security incidents, suspicious activity, phishing reports, and endpoint security alerts in accordance with customer procedures.  • Ensure service requests, incidents, changes, and problem records are managed in line with agreed SLAs and ITIL best practices.  • Create and maintain high-quality technical documentation, knowledge articles, and customer-specific support procedures.  • Identify recurring issues and drive continual service improvement through automation, standardisation, and process enhancements.  • Work collaboratively with Tier 3 Engineers, Technical Architects, and Project Teams to resolve complex issues.  • Provide technical mentoring and knowledge sharing to Tier 1 Engineers to improve overall team capability.  • Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates.  Essential Skills & Experience  • Strong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.  • Strong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management.  • Experience administering Microsoft Entra ID (Azure AD), Active Directory, and Group Policy.  • Experience supporting Azure services, including Azure Virtual Desktop (AVD).  • Strong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutions.  • Solid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentals.  • Experience supporting firewalls, switches, wireless networks, and network security technologies.  • Understanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protection.  • Experience working within an MSP or multi-customer support environment.  • Excellent customer service, communication, and stakeholder management skills.  • Ability to prioritise workload effectively and perform under pressure while maintaining service quality.  • Strong documentation and knowledge management skills.  • Excellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teams.     Enhanced Customer & Communication Skills • Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates.  • Build trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolution.  • Communicate technical concepts clearly to both technical and non-technical audiences, ensuring customers understand impact, risks, and resolution plans.  • Produce cle