2nd Line Support Engineer

2nd Line Support Engineer

CFP Energy

We are seeking an experienced IT Support Engineer (Level 2/3) to join our technical operations team. This role combines advanced technical problem‑solving with leadership responsibilities, serving as a bridge between first‑line support and senior infrastructure engineering. You will handle escalated technical issues, manage complex helpdesk tickets, lead IT projects, and mentor junior team members.

This is an excellent opportunity for a skilled support engineer looking to advance their career in a dynamic environment, with exposure to enterprise‑level systems, cloud technologies, and strategic IT initiatives. You will work closely with IT management and senior engineers while maintaining direct responsibility for resolving escalated user issues and managing the helpdesk ticketing system.

• Manage and resolve complex escalated tickets from first‑line support, ensuring timely resolution and maintaining SLA compliance.
• Perform advanced troubleshooting of Microsoft 365 services including Azure AD, Intune, Exchange Online, SharePoint, Teams, and Defender for Endpoint.
• Monitor helpdesk ticket queues, identifying trends and recurring issues to implement proactive solutions and reduce ticket volume.
• Lead and execute IT projects including user migrations, system deployments, software rollouts, and infrastructure improvements.
• Create and maintain comprehensive technical documentation, knowledge base articles, and standard operating procedures.
• Provide technical mentorship and training to first-line support engineers, reviewing their ticket resolutions and escalations.
• Collaborate with third‑party vendors and software providers, managing support cases and coordinating issue resolution.
• Implement and manage security policies across endpoints using Intune and Defender, ensuring compliance with organizational security standards.
• Perform user lifecycle management including onboarding, offboarding, and role changes across multiple systems and applications.
• Conduct root cause analysis on recurring technical issues and implement preventative measures.
• Support multi‑tenant Microsoft 365 environments across CFP Energy subsidiaries in multiple countries.
• Develop and maintain Power Shell scripts for automation of routine tasks and system management.
• Manage SSO integrations, SCIM provisioning, and identity management across enterprise applications.
• Proactively identify opportunities for process improvements and operational efficiency gains.

• 3-5 years of experience in IT support with demonstrated progression to Level 2/3 responsibilities.
• Strong experience managing helpdesk ticketing systems and SLA‑driven support environments.
• Advanced knowledge of Microsoft 365 administration including Azure AD, Intune, Exchange Online, SharePoint, and Teams.
• Experience with Power Shell scripting for automation and system management.
• Proven ability to troubleshoot complex technical issues across multiple platforms and technologies.
• Strong documentation skills with experience creating technical guides and knowledge base articles.
• Experience mentoring or training junior IT staff.
• Security‑first mindset with experience implementing endpoint protection and security policies.
• Excellent customer service skills with ability to communicate technical concepts to non‑technical users.
• Strong project management capabilities and ability to handle multiple priorities.
• Experience with technologies including:
  Defender for Endpoint, Windows 10/11, VPN solutions, SSO and MFA technologies, SCIM provisioning, API integrations.
• Desirable:
  Experience with Bash scripting, Power Automate/Logic Apps, Azure infrastructure, multi‑tenant Microsoft 365 environments.

Referrals increase your chances of interviewing at CFP Energy by 2x

Mid‑Senior level

Contract

Information Technology

IT System Training and Support

CFP Energy Group is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.