2nd Line IT Support Engineer - Connected

SUMMARY:
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POSITION INFO:
Key Responsibilities Provide remote support via tickets raised to resolve customer issues, acting as an escalation point for First Line Engineers. Take ownership of customer issues through to resolution, providing technical support via telephone, email and remote access. Provide in-depth troubleshooting and resolution for hardware, software and network problems. Manage user accounts, Active Directory configuration and maintenance of Information Technology systems and applications. Provide support across products such as Intune, SharePoint and Microsoft 365. Prioritise and manage multiple open tickets, monitoring responses and upcoming Service Level Agreement events. Follow up with clients to ensure their Information Technology systems are fully functional after troubleshooting. Ensure customer processes and documentation are kept up to date.