User Support Engineer

Purpose

We are looking for a capable, proactive, and customer-focused L2 User Support Engineer to join our Technology team with at least 4 years’ experience. 

This role is responsible for providing advanced technical support and high-quality service to end users across the organisation. Acting as the primary escalation point from the Service Desk, you will investigate complex technical issues, perform thorough checks, and prepare well-documented escalations for Level 3 Infrastructure, Cloud, and Security teams. 

The successful candidate will have strong technical knowledge of Microsoft 365, Microsoft Entra ID (Azure AD), Intune, Windows 11, endpoint technologies, authentication, and networking fundamentals. Although this is not a systems administration or network engineering role, you will be expected to investigate issues thoroughly, gather relevant information, and assist specialist teams in resolving incidents. 

You will also mentor junior engineers, contribute to knowledge sharing, and support continual service improvement initiatives.

Key Accountabilities

Advanced User Support & Escalation 

• Act as the Level 1–2 escalation points for complex incidents and service requests. 


• Perform detailed troubleshooting across Microsoft 365, Microsoft Entra ID (Azure AD), Intune, Windows 11, authentication, endpoint, and application issues. 


• Conduct comprehensive checks before escalating incidents to Level 3 teams. 


• Collect and analyse logs, Event Viewer data, Azure sign-in logs, Intune reports, and network information. 


• Produce clear, structured, and actionable escalations for Infrastructure, Cloud, Security, and Networking teams. 


• Take ownership of incidents through to resolution while maintaining excellent communication with end users. 

End User Support 

• Provide hands-on support for laptops, mobile devices, printers, peripherals, and collaboration tools. 


• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications. 


• Troubleshoot authentication issues including Multi-Factor Authentication (MFA), Conditional Access, password resets, and Microsoft Entra ID sign-in issues. 


• Perform basic network troubleshooting using tools such as Ping, Traceroute, NSLookup, and IPConfig. 


• Support hardware deployments, device replacements, and lifecycle management. 

Cloud & Endpoint Technologies 

• Review Microsoft Entra ID, Intune, and Microsoft 365 dashboards to identify user and device issues. 


• Validate: 
  
  
  
  • Device compliance 
  
  
  • BitLocker status 
  
  
  • Windows Update status 
  
  
  • Endpoint health 
  
  
  • Intune policy deployment 
  
  
  
  


• Assist in identifying potential root causes before escalating issues to specialist teams. 

Documentation, Mentoring & Continuous Improvement 

• Mentor junior User Support Engineers and Service Desk Analysts. 


• Create and maintain knowledge base articles, troubleshooting guides, and technical documentation. 


• Identify recurring incidents and recommend service improvements or automation opportunities. 


• Contribute to continuous improvement initiatives that enhance customer experience and operational efficiency. 

Experience and Qualifications

• Minimum of 4 years’ experience working in an enterprise Service Desk or User Support environment. 


• Excellent knowledge of: 
  
  
  
  • Windows 11 
  
  
  • Microsoft 365 
  
  
  • Microsoft Entra ID (Azure AD) 
  
  
  • Microsoft Intune 
  
  
  • Exchange Online 
  
  
  
  


• Experience supporting hybrid Microsoft Entra ID (Azure AD) environments. 


• Experience administering Microsoft 365 (Office 365). 


• Knowledge of IT Service Management (ITSM) ticketing systems. 


• Good knowledge of DNS, DHCP, TCP/IP, VPN technologies (including GlobalProtect), and basic troubleshooting of network connectivity and firewall-related issues. 


• Strong analytical and troubleshooting skills with the ability to investigate and resolve issues within the scope of the role. 


• Fluent in English and Spanish, with excellent written and verbal communication skills. 


• Ability to mentor and support junior team members. 


• Strong customer service focus with a proactive and collaborative approach.