Intermediate IT Support Engineer (Level 3 & Level

Key Responsibilities

• Provide Level 3 and Level 4 technical support across desktop, cloud, application, and infrastructure environments.
• Administer and support Microsoft 365 and Microsoft Azure environments.
• Troubleshoot complex technical issues across operating systems, networking, hardware, software, and cloud services.
• Support identity and access management using Zero Trust security principles.
• Manage endpoint devices, device provisioning, and Mobile Device Management (MDM) solutions.
• Troubleshoot Microsoft Teams, including audio/video conferencing and Quality of Service (QoS) performance issues.
• Support global audio-visual and conferencing technologies.
• Perform administration and automation tasks using Azure CLI and scripting tools.
• Participate in Incident, Problem, Change, and Request Management processes in accordance with ITIL best practices.
• Collaborate with internal teams, vendors, and business stakeholders to resolve technical issues efficiently.
• Contribute to process improvement and automation initiatives to enhance service delivery.
• Support both remote and on-site users across a global environment.
• Participate in an on-call and shift-based support rota where required.

Qualifications

• Degree or Diploma in Information Technology, Computer Science, or a related field.
• ITIL Foundation Certification V3/V4 (Essential).

Experience

• 4-7 years' experience in an IT Service Desk or Technical Support environment.
• Demonstrated experience providing Level 3 and Level 4 IT support .
• Experience supporting enterprise, multi-site, or global environments.
• Financial services experience would be advantageous.

Technical Skills

• Microsoft 365 Administration
• Microsoft Azure Administration
• Azure CLI and scripting/automation
• Microsoft Teams administration and troubleshooting
• Zero Trust security principles (Identity, Access Management, Endpoint Security)
• Mobile Device Management (MDM)
• Windows desktop and server environments
• Active Directory, Entra ID (Azure AD), DNS, DHCP, TCP/IP
• Audio-Visual and conferencing technologies
• ITSM tools and ITIL processes

Key Competencies

• Strong analytical and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced global environment.
• Strong attention to detail and commitment to service excellence.
• Proactive approach to problem-solving and continuous improvement.
• Ability to work independently while collaborating effectively within a global IT team.

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