2nd Line Support - Microsoft Stack

Overview

This role provides advanced technical support across cloud, network, and infrastructure environments, ensuring reliable, secure, and efficient IT operations across office-based and remote users. The position sits above first-line support and acts as an escalation point for complex technical issues, with a strong focus on Microsoft 365, Azure, Intune, and networking.

Key Responsibilities

• Administer and support Microsoft Azure services, including identity, access management, groups, policies, and resource configuration
• Manage and troubleshoot Microsoft 365 environments (Exchange, SharePoint, Teams, OneDrive)
• Configure and maintain Intune / Endpoint Manager for device compliance, policy enforcement, and application deployment
• Support the implementation of new cloud and hybrid solutions, contributing to continuous infrastructure improvement
• Proactively monitor cloud and infrastructure health, resolving issues before they impact users or operations

Advanced Technical Support

• Act as an escalation point for complex incidents from endpoint and user support teams
• Troubleshoot advanced issues related to Azure, Intune, authentication, VPN connectivity, and system integrations
• Liaise with third-party vendors and Microsoft support to resolve high-impact or specialist issues
• Perform root cause analysis and implement long-term fixes to prevent recurring problems

Network & Systems Administration

• Maintain and support LAN/WAN networks, VPNs, firewalls, switches, and wireless infrastructure
• Carry out network performance monitoring, firmware updates, and configuration management
• Support on-premise server environments where applicable, including patching and system updates
• Assist with new office setups or relocations, ensuring infrastructure readiness
• Travel to other office locations when required to deliver on-site technical support

Monitoring, Maintenance & Documentation

• Monitor systems using infrastructure monitoring tools and respond to alerts
• Perform scheduled maintenance, backups, and patch management
• Maintain accurate technical documentation, including network diagrams, SOPs, and architecture records
• Contribute to the IT knowledge base with clear guides and troubleshooting documentation

Collaboration & Stakeholder Engagement

• Work closely with endpoint support teams to ensure end-to-end issue resolution
• Collaborate with security stakeholders to maintain compliance and support vulnerability remediation
• Support application and data teams with integrations and access dependencies
• Share knowledge, mentor colleagues, and promote best practices across the IT function

Required Experience & Skills

• Proven experience in a 2nd line or infrastructure support role
• Strong experience supporting Microsoft 365 and Azure environments
• Solid understanding of: Azure identity, access, and resource management; Microsoft 365 administration; Intune / Endpoint Manager; Networking fundamentals (VPN, DNS, DHCP, routing, switching); Experience supporting Windows operating systems and devices; Working knowledge of PowerShell for administration or automation
• Strong problem-solving, analytical, and documentation skills
• Proactive, reliable, and customer-focused approach

Preferred Qualifications

• Microsoft 365 Modern Desktop or Endpoint Administrator certification
• ITIL v4 Foundation
• Experience supporting multi-site or distributed environments

About the job

• Contract Type: Permanent
• Focus: IT Support
• Industry: Travel and Tourism
• Workplace Type: Hybrid
• Experience Level: Associate
• Location: London