The role: We are seeking an experienced End User & M365 Computing Support Engineer to provide 2nd Line IT support to our end-users. The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our Service Desk Team. Key responsibilities : 2nd Line IT Support: Provide desk side and remote 2nd line support to end-users, resolving technical issues efficiently. Ensure a seamless and positive experience for clients. Proactive Issue Resolution: Identify and resolve issues proactively to minimize downtime. Maintain high standards of customer service. Microsoft Modern Workplace & Cloud Technologies: Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments. Implement and maintain Microsoft Modern Workplace solutions. Technical Expertise: Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles. Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers. Customer Service Skills: Exhibit excellent technical and customer service skills. Communicate effectively with end-users and team members. Manage time efficiently and build strong relationships with users. Documentation: Produce high-quality documentation for IT processes and procedures. Maintain accurate records of support activities. Coaching and Mentoring: Provide guidance and coaching to junior team members. Share knowledge and best practices to enhance team performance. Certifications desired: Microsoft 365 administrator certification or other relevant Microsoft certifications are desired. ITIL Foundation certification (preferred) Experience required : Proven experience with at least 3 years in a similar role providing 2nd line IT support. Strong knowledge of Microsoft Modern Workplace & Cloud technologies. Excellent communication and customer service skills. Ability to produce high-quality documentation. Experience in coaching and mentoring junior team members. Benefits: Competitive salary Life Assurance Health cash plan which includes Wellness & EAP Group Pension Referral incentive Professional development & study support Exclusive staff discounts Please note this role is working on a Hybrid basis 3 days per week in our Bolton office. ADZN1_UKTJ