L2 SOC Analyst - Systems Integrator

Keen to join a company that champions growth and development?

Join the region's leading cloud technology specialist and managed IT services partner, built on a strong culture of collaboration, integrity, and continuous learning. As a highly accredited pureplay provider, the organization empowers clients to achieve digital transformation across enterprise infrastructure, cybersecurity, data, artificial intelligence, and modern workplace solutions.

The company is currently on the lookout for a 2nd Line Support Engineer to join its team. The successful candidate will deliver dedicated overnight technical support operating on a four-on, four-off night-shift pattern. Core responsibilities include taking technical ownership of customer incidents within agreed service-level agreements, troubleshooting complex cloud and managed IT issues, and coordinating escalations across engineering teams to ensure prompt resolution.

Ready to take your expertise to the next level? Get in touch today!

Responsibilities:

• Act as a key point of contact for customers, delivering professional, approachable and efficient technical support.
• Manage incidents and service requests through to resolution, maintaining clear communication with customers throughout.
• Troubleshoot and resolve technical issues across Microsoft Cloud and related technologies.
• Work alongside internal teams, Microsoft and third-party suppliers to investigate and resolve more complex issues.
• Identify potential improvements to customer environments, IT processes and overall service delivery.
• Develop technical capabilities through continued learning, professional certifications and knowledge sharing with colleagues.
• Provide remote and on-site support where required, including participation in on-call arrangements where applicable.
• Maintain service quality and ensure incidents are handled in line with contractual obligations and agreed SLAs.

Skills/Must Have:

• Previous experience in a 2nd Line IT Support or Service Desk position.
• Strong customer service skills, with the ability to build positive relationships and manage expectations effectively.
• Practical experience supporting Microsoft 365 technologies, alongside an interest in Microsoft Cloud solutions.
• Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• A proactive and organised approach, with good attention to detail and the ability to prioritise workloads.
• Strong troubleshooting and analytical skills, with a focus on identifying root causes and delivering effective solutions.
• A collaborative mindset, with a willingness to support colleagues and contribute to a positive team environment.
• A commitment to ongoing technical development and expanding your knowledge of Microsoft technologies.

Desirable Skills:

• Microsoft certifications, particularly Microsoft 365 Administrator and/or Azure Administrator.
• Familiarity with Autotask or similar service management and ticketing platforms.

Benefits:

• The opportunity to work for a recognised World Class Best Company.
• 25 days of annual leave.
• 24/7 access to a GP service.
• Round-the-clock access to an Employee Assistance Programme.
• Company sick pay to support you during periods of illness.
• Life assurance worth four times your base salary.
• Private health insurance following one year of service.
• Enhanced parental leave and pay.
• Access to Perkbox discounts and employee rewards.
• Cycle to Work scheme.
• Electric vehicle scheme.
• Additional employee benefits and development opportunities.

Equality, Diversity and Inclusion:

• Committed to creating an inclusive workplace where everyone has the opportunity to succeed
  A recruitment approach that recognises talent comes from a wide range of backgrounds and experiences, with all candidates treated fairly throughout the hiring process
  Active support for employee wellbeing, equal opportunities and a working environment where individual differences are valued
  Candidates who would like further information about disability inclusion commitments can request this during the recruitment process

Salary:

• Competitive salary based on experience and qualifications