IT Support Engineer

The IT Support Engineer (Level 2) works tickets escalations and project tasks as assigned by the service dispatcher handling intermediate to advanced technical issues across our managed services stack. This role operates with moderate autonomy and is expected to communicate proactively with the dispatcher on workload status blockers and estimated resolution times. Contributions to Microsoft 365 buildouts Intune configurations Cisco Meraki deployments and root-cause analysis are core functions of this position. 

Key Responsibilities 

Dispatched Work & Ticket Management 

• Receive and work all tickets escalations and project tasks assigned by the service dispatcher; work is not self-queued. 

• Maintain proactive communication with the dispatcher on workload status estimated completion times and any blockers requiring re-queuing or escalation. 

• Diagnosing technology issues submitted by external clients; coordinate with the dispatcher for scheduling of onsite visits as needed. 

• Use ConnectWise Automate (RMM) to manage patching scripting alerting and remote remediation across client endpoints. 

• Contribute to root-cause analysis on escalated or recurring issues in collaboration with the engineering team. 

• Document resolutions processes and procedures in the shared knowledge base. 

• Enter time accurately on all tickets and project tasks to ensure proper client billing. 

Microsoft 365 & Cloud Administration 

• Administer Microsoft 365 E5 tenant environments including Exchange Online Teams SharePoint and OneDrive across client accounts. 

• Configure and troubleshoot Microsoft Entra ID (Azure AD) including user/group management MFA Conditional Access policies and SSPR. 

• Manage Microsoft Intune device enrollment compliance policies configuration profiles and app deployment for Windows 11 Pro macOS iOS and Android (BYOD via Company Portal). 

• Assist with Microsoft 365 environment buildouts and migrations under Level 3 direction. 

• Leverage PowerShell and Microsoft Graph API at a basic-to-intermediate level for administrative tasks and automation. 

Networking Cisco Meraki 

• Configure and troubleshoot Cisco Meraki MX MS and MR devices across managed client sites. 

• Manage VLANs firewall rules DNS NAT and site-to-site VPN configurations. 

• Respond to Meraki dashboard alerts and perform remediation; escalate complex issues to Level 3 via the dispatcher. 

• Support domain management tasks including DNS and mail record modifications. 

Client & Project Support 

• Assist with new client deployments including onsite network infrastructure setup and back-end Microsoft 365 and Intune configurations as scheduled by the dispatcher. 

• Provide email phone and onsite support to external clients; communicate technical findings clearly to non-technical stakeholders. 

• Contribute to the development and implementation of our technology stack in alignment with business goals. 

Qualifications :

• With 24 years of experience in IT support ideally within an MSP environment you bring solid expertise in Microsoft 365 administration including Exchange Online Teams Entra ID and Intune.
• You have hands-on experience with an RMM platform (preferably ConnectWise Automate) and remote support tools such as ConnectWise ScreenConnect or similar solutions.
• You possess a working knowledge of networking fundamentals including DNS VLANs NAT VPN and routing.
• Youre comfortable writing basic PowerShell scripts and exposure to the Microsoft Graph API is a plus.
• You operate effectively within a dispatcher-driven service model communicating proactively about workload and SLA status. You demonstrate strong communication skillswhether via email phone or occasional onsite client visits.

Preferred Qualifications

• CompTIA Network certification
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-102)
• Cisco Meraki CMNA certification or equivalent hands-on Meraki experience
• ConnectWise Automate and/or Manage training or certification
• ITIL Foundation certification
• Exposure to macOS administration in a managed environment
• Experience working with AI-powered email security platforms

Tools & Technology Environment

Productivity & Cloud:
You work with Microsoft 365 E5 EMS E3 including Exchange Online Teams SharePoint and OneDrive.

Identity & Access:
You use Microsoft Entra ID Conditional Access PIM and SSPR.

Device Management:
You manage endpoints through Microsoft Intune / Endpoint Manager.

Scripting:
You leverage PowerShell and Microsoft Graph API.

Endpoints:
Your primary OS is Windows 11 Pro with macOS as a secondary platform.

Mobile / BYOD:
You support iOS and Android devices through Company Portal (Intune MDM/MAM).

Networking:
You work with Cisco Meraki solutions (MX MS MR).

PSA:
You operate within ConnectWise PSA (Manage).

RMM:
You use ConnectWise Automate.

Remote Support:
You support devices through ConnectWise ScreenConnect.

Email Security:
You work with an AI-powered email security platform.

MDR / SOC:
You utilize an MDR platform that provides 24/7 SOC coverage.

Additional Information :

OUR COMMITMENT TO YOU AND THE ENVIRONMENT 

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders including our employees clients and local communities while also reducing our impact on our natural environment.  

There is always more we can and should do to improve whether in relation to our people our clients our planet or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. Were committed to fostering an inclusive equitable and diverse culture for our people led by our Diversity Equity and Inclusion steering committee. 

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees careers while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5800 employees - from 94 nationalities across 25 countries - to each achieve their potential.  Through IQ-EQ Launchpad we support women managers launching their first fund in an environment where only 15% of all private equity and venture capital firms are gender balanced.

Were committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients sustainability and success leads to our sustainability and success. Were emotionally invested in our clients right from the beginning.  

Remote Work :

No

Employment Type :

Full-time