About this role
IT Support Analyst / IT Support Engineer – Win11, O365, Intune, AD/GPo, EntraID, Exchange Online, Microsoft Defender, SCCM, LAN/WAN/VOIP. Permanent. South East London (3/2). c£40k +Benefits
Established mid-sized organisation seeks an experienced 2nd Line ICT Support Analyst to provide hands-on technical support across a modern Microsoft-focused IT environment. Reporting to the ICT Director, you'll take ownership of support incidents through to resolution, providing both remote and face-to-face assistance while helping maintain secure, reliable desktop, cloud and infrastructure services.
This is a broad 2nd Line Support role covering Windows 11, Microsoft 365, Intune, Entra ID, Exchange Online, Microsoft Defender and endpoint management, together with networking, Windows Server and end-user technologies. You'll troubleshoot a wide variety of technical issues, administer users and devices and contribute to upgrades, migrations, security and service improvement activities.
Key Responsibilities:
Log, own and resolve 2nd Line support incidents, prioritising business impact and keeping users informed.Support Windows 11, O365, Outlook, Teams, SharePoint Online and OneDrive.Administer O365 users, licences, groups, shared mailboxes and Exchange Online.Manage Microsoft Entra ID accounts, security groups, permissions and joiner/leaver processes.Troubleshoot MFA, Conditional Access, authentication and access issues.Deploy and manage laptops and mobile devices using Microsoft Intune and Windows Autopilot.Support endpoint health, patching, malware remediation and Microsoft Defender technologies.Support Microsoft Purview sensitivity labels, encryption and Data Loss Prevention controls.Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, LAN and VPN connectivity as well as VOIP TelephonyAssist with Windows Server, file and print services, SCCM/MECM and meeting-room technologies.Support upgrades, migrations, backup checks, recovery testing and root-cause investigations.Provide user training, inductions and maintain technical and how-to documentation. We're looking for experienced 2nd Line Support Analysts or IT Support Engineers with strong Microsoft technology skills and a proactive, customer-focused approach.
You will possess:
Proven experience resolving IT incidents at 2nd Line level / desktop supportStrong Windows 11 and O365 support skills.Experience administering Microsoft Intune and Entra ID.Good knowledge of Exchange Online and O365 administration.Experience supporting Microsoft Defender and endpoint security.Good networking knowledge including TCP/IP, DNS, DHCP, Wi-Fi, LAN and VPN.Strong troubleshooting skills across endpoints, applications and infrastructure.Excellent communication skills and the ability to support users both remotely and face-to-face.Azure, PowerShell and Information Security knowledge would be advantageous.Microsoft or ITIL certification would be desirable but equivalent practical experience is equally valued.Experience within Construction, Surveying, Property or Professional Services would be advantageous. This is an excellent opportunity for a hands-on 2nd Line Support Analyst looking for a varied role across Microsoft 365, endpoint management, security, networking and infrastructure, with the opportunity to contribute to wider technology upgrades and improvement projects.