L2 It Engineer

Description:

Your Responsibilities

• Receiving, prioritizing, documenting, and actively resolving incidents and requests from clients in a timely manner. (SLA bound)
• Providing remote and desktop support to users
• You will follow agreed processes and ensure your tickets are regularly updated
• Talking with clients on the telephone, working in a busy and sometimes highly pressurized environment
• The ability to prioritize client demands, knowing when to escalate
• Dealing with the escalation of issues from 1st line engineers and being able to multi-task
• Excellent communication skills and professional manner
• Excellent customer service, knowing when to go above and beyond

Skills

• Experience in working on an ITIL-aligned Helpdesk is required.
• Strong Windows 10 desktop skills
• Use of Intune for deployments
• Device compliance and patching
• Experience with Microsoft Defender and Security
• Intune experience
• At least 6 months working with Azure AD - particular emphasis on managing user profiles, Exchange Online
• Experience working in a hybrid AD/Azure AD environment would be an advantage
• Strong skills in the O365 suite - with particular emphasis on Outlook/Word/Excel and PowerPoint
• Prior experience with MS Teams would be an advantage