2nd Line Support Engineer – ITIL, M365 & Azure (London)

About the role

The role is a 3‑month rolling contract based in Holborn, London, reporting to the Service Desk Manager. You will provide 2nd‑line technical support for complex tickets, working within ITIL processes and occasionally supporting customers on‑site.

Key responsibilities

• Answer incoming customer calls, create and route tickets as required.
• Provide clear, consistent communication via phone, email and ticket notes.
• Document detailed notes and time entries for each ticket.
• Participate in problem, change, knowledge and configuration management activities.
• Occasionally travel to customer sites within London for on‑site support.

Required profile

• Experience working in a Managed Service Provider (MSP) or B2B environment supporting multiple clients.
• Familiarity with ITIL framework and its processes.
• Ability to work full‑time on‑site, five days a week.

Required skills

• Microsoft certifications (MS‑102, AZ‑104, SC‑300) or working toward them.
• Strong knowledge of networking concepts, VLANs, VPNs and firewalls.
• Hands‑on experience with Office 365 Enterprise (E3/E5/EMS) and Azure IaaS.
• Proficiency with core Microsoft services: Exchange, SharePoint, Teams, Active Directory, Entra ID, Intune and Autopilot.
• Advanced troubleshooting of Windows Server and Desktop operating systems.
• Experience with Hyper‑V and/or VMware virtualization platforms.
• Understanding of enterprise backup and recovery solutions.