2nd Line Support Engineer - M365, Azure - Berkshire - Office based

2nd Line Support Engineer - M365, Azure - Berkshire - Office based

This is a great opportunity to join fast growing Microsoft Cloud & Managed Services Provider. You will be joining a well-established team based in Berkshire.

You will be working from the office managing incidents and requests over the phone from the initial request to resolution, using the ticketing system to record and document all progress through to ticket closure, ensuring that customer satisfaction and service level agreements are met.

You will be takin escalations from the 1st line team and working at a 2nd line level and when needed escalate to the Senior Support Desk.

You will have exceptional M365 knowledge as well as a strong understanding of Azure, alongside these, skills in broader infrastructure and Networking would be advantageous.

Key skills and responsibilities:

• Exceptional knowledge of Microsoft technologies
• Infrastructure/Networking
• Proven 2nd Support experience in an MSP environment
• Perform root cause analysis (RCA) and contribute to continuous improvement of internal processes.
• Support implementation of corrective and preventive actions across systems and services.
• Exceptional communication skills and committed to customer satisfaction.
• Working knowledge of ticketing systems and able to document ticket resolutions effectively.
• Able to work under pressure and meet deadlines and SLA's
• Able to work independently and as part of the team

2nd Line Support Engineer - M365, Azure - Berkshire - Office based