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My Client is looking for a skilled 2nd Line Technical Support Technician to join their IT team in Manchester. This role involves supporting Microsoft Intune and Microsoft Defender, ensuring IT security and efficiency, and enhancing existing processes through automation. You will be an escalation point for the 1st Line Support Team, providing mentorship and troubleshooting support while continuously improving IT operations.
Key Responsibilities:- Manage and support Microsoft Intune and Microsoft Defender for security and efficiency.
- Proactively enhance and improve existing processes with a Continuous Service Improvement (CSI) mindset.
- Automate manual tasks using Power Automate to streamline 1st and 2nd line support functions.
- Provide 2nd line IT support, including hardware, software, and network troubleshooting.
- Serve as an escalation point for the 1st Line Support Team, mentoring and sharing knowledge.
- Document and maintain accurate records of support activities and resolutions.
- Support desktop, telephony, and application infrastructure to minimise failures.
- Log, triage, and prioritise incidents and service requests.
- Maintain IT hardware, software, and application updates via SCCM and Microsoft Endpoint Manager.
- Experience in 2nd Line Technical Support within a fast-paced environment.
- Strong knowledge of Microsoft Intune, Defender, Conditional Access, and Autopilot.
- Familiarity with application packaging and deployment (SCCM, Intune).
- Experience with PowerShell scripting and MDM solutions.
- Excellent customer service and problem-solving skills.
- Ability to manage multiple tasks and work effectively under pressure.
- ITIL Foundation v3/4 certification (desirable).
- The role requires onsite presence 4 days per week initially, reducing as confidence grows.
- On-call work is available, paid, and scheduled on a rotating basis (7-day shifts covering early mornings, evenings, and weekends).
