Job Description
We are looking for a motivated and detail-oriented L2 Support Engineer to join our growing IT team. This is a helpdesk-focused role where you'll play a critical part in supporting users, managing service desk operations, and resolving technical issues.
Duties and Responsibilities : Providing first point of touch support via phone, email, and remote tools. Logging, managing, and escalating service desk tickets as needed. Troubleshooting and resolving issues across Microsoft 365, SharePoint, and Azure environments. Monitoring cybersecurity tools and systems proactively. Using Autotask to manage job queues and client requests. Prioritising workload, following up on outstanding tickets, and ensuring timely resolution. Assisting users with common problems (e.g. Outlook send/receive issues) and following logical troubleshooting steps. Participating in process improvements and documentation (e.g. using IT Glue). Working closely with the IT team and reporting to the Service Desk Manager.
Required Experience/Skills : Experience in service desk or helpdesk support roles Strong Microsoft 365 support experience (Outlook, Teams, SharePoint). Familiar with Azure AD and basic cloud identity management. Confident troubleshooting desktop, application, and connectivity issues.