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Your new company This company is a specialist managed IT service provider offering secure, compliant, and scalable technology solutions - with a strong focus on cybersecurity, cloud infrastructure, and regulated environments. Your new role Dependable 2nd Line IT Support Engineer with strong experience supporting the Windows stack, including Windows 10/11, Windows Server, Active Directory, Group Policy, and Microsoft 365 applications. Skilled in troubleshooting escalated technical issues, administering user accounts, and delivering smooth on‑site and remote support. A proactive, customer‑focused engineer able to work independently, travel to client sites when required, and ensure stable, secure, and high‑performing Windows environments. Key Responsibilities Technical Support & Troubleshooting Handle 2nd line escalations from the service desk, diagnosing and resolving complex hardware, software, and network issues. Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive. Troubleshoot Windows 10/11 desktops, laptops, mobile devices, and peripherals. Resolve issues related to Active Directory accounts, permissions, group membership, and authentication. Manage printer, VPN, Wi‑Fi, and remote access support incidents.Systems & Administration Administer AD user accounts, password resets, mailbox support, and access control. Support basic Azure AD/Entra ID administration and M365 configuration tasks. Perform endpoint management via Intune, SCCM, or similar tools. Monitor system alerts and escalate to 3rd line or infrastructure teams where needed.On‑Site Support & Client Visits Attend client sites occasionally for hardware installations, troubleshooting, desk‑side support, and project delivery. Deploy new equipment (PCs, laptops, mobile devices), including imaging, configuration, and user setup. Support office moves, network patching, and on‑site incident resolution.Service Delivery & Customer Engagement Maintain high-quality customer service when interacting with end‑users and stakeholders. Provide clear and timely updates on ticket progress and resolution. Document solutions, known errors, and processes to improve team efficiency. Assist with user training or floor‑walking during system changes or rollouts.Operational Support Perform scheduled maintenance tasks, patching, updates, and checks. Support backup operations, device encryption, and security best practices. Participate in small IT projects such as system upgrades or migrations.What you'll need to succeed Windows & Desktop Support Windows 10/11 troubleshooting Basic Windows Server exposure (password resets, simple admin tasks) Active Directory (user creation, group membership, account unlocks) Basic Group Policy understanding (applying/identifying issues) Printer, VPN, and network drive troubleshootingMicrosoft 365 & Cloud Basics Microsoft 365 support (Outlook, Teams, SharePoint, OneDrive issues) Basic Exchange Online tasks (mailbox creation, permissions, shared mailboxes) Azure AD / Entra ID user and access support (password resets, MFA assistance) Assisting with M365 onboarding/offboardingDevice & Endpoint Support Laptop/desktop builds and configuration Software installs, updates, and patching BitLocker key recovery Working knowledge of endpoint protection (AV tools, Windows Defender)Tools & Troubleshooting Familiar with remote support tools (RDP, Teams, AnyDesk, etc.) Using ticketing systems (ServiceNow, Freshdesk, etc.) Documenting fixes and updating knowledge base articlesSoft Skills & Work Approach Good communication and customer‑service skills Ability to handle escalated issues with guidance Strong time management and willingness to learn Occasional travel to client sites for hands‑on support, device installs, or small project work Works well in a team and independently when requiredWhat you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

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