Technical Support Engineer (Level 2)

As a Technical Support Engineer (Level 2), you’ll play a key role within the Network & Infrastructure team, providing advanced technical support across end-user computing, systems, and network environments.

You’ll diagnose and resolve complex hardware and software issues, ensuring systems remain secure, stable, and performant. With a strong customer focus, you’ll partner closely with IT and business stakeholders to deliver a high-quality support experience for users working across office, remote, and offshore environments.

Your Key Accountabilities

• Maintain secure and reliable IT environments by implementing security controls, monitoring risks, and responding to incidents
• Administer and optimise EUC platforms, including Microsoft Intune, Endpoint Manager, Microsoft 365, software asset management, and end-user experience monitoring tools (e.g. Immibot)
• Provide advanced technical support across network and infrastructure services, resolving incidents end-to-end and documenting root causes and recommendations
• Manage identity and access via Active Directory and Microsoft 365 (user provisioning, group policies, access controls)
• Own and continuously improve EUC systems, driving stability, performance, and user experience enhancements across Intellihub
• Support incident management by participating in an after-hours roster for critical issues
• Mentor and support junior team members, contributing to capability uplift within the service desk/helpdesk function
• Act with urgency and accountability in time-sensitive situations, taking initiative to resolve issues effectively
• Collaborate with stakeholders across IT and the business to deliver strong customer outcomes
• Champion safety, quality, and continuous improvement, in line with organisational policies and standards

• Relevant tertiary qualification and/or Microsoft 365 Endpoint Administrator certification (highly regarded)
• Strong hands-on experience across the Microsoft 365 ecosystem, including administration of core services
• Proven experience supporting and deploying Windows end-user devices (laptops/desktops), including EUC build and device management using Microsoft Intune, Endpoint Manager, and MDM/MAM platforms
• Experience managing identity and access across Active Directory, Entra ID, and Group Policy
• Exposure to endpoint security and vulnerability monitoring, including identifying and responding to risks
• Solid understanding of networking fundamentals, protocols, and services
• Familiarity with IT Service Management (ITSM) frameworks (e.g. ITIL) with exposure to tools such as ServiceNow or Jira
• Customer-focused and proactive, with a strong sense of ownership and a passion for delivering high-quality support
• Strong analytical, problem-solving, and communication skills, with the ability to manage competing priorities in a fast-paced environment

Our Technology Stack

• Microsoft 365 (including Copilot)
• Windows end-user devices
• Microsoft Intune & Endpoint Manager
• MDM/MAM platforms
• Active Directory, Entra ID & Group Policy
• ServiceNow (ticketing, ITSM platform).
• Jira (issue/project tracking).
• Rapid7 Endpoint security vulnerability monitoring.
• Immibot

We offer a dynamic and inclusive workplace that values collaboration and diversity. With a flexible hybrid working mode, we prioritise work-life balance while fostering personal and professional growth. Our innovative culture provides opportunities for career development, access to industry-leading tools, and a strong commitment to employee well-being, all supported by a competitive salary and benefits package.