2nd Line Support - Microsoft Stack

Location: Greater London

Join to apply for the 2nd Line Support - Microsoft Stack role at Robert Walters

This range is provided by Robert Walters. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

This role provides advanced technical support across cloud, network, and infrastructure environments, ensuring reliable, secure, and efficient IT operations across office-based and remote users. The position sits above first-line support and acts as an escalation point for complex technical issues, with a strong focus on Microsoft 365, Azure, Intune, and networking.

Key Responsibilities Cloud & Infrastructure Management

• Administer and support Microsoft Azure services, including identity, access management, groups, policies, and resource configuration
• Manage and troubleshoot Microsoft 365 environments (Exchange, SharePoint, Teams, One Drive)
• Configure and maintain Intune / Endpoint Manager for device compliance, policy enforcement, and application deployment
• Support the implementation of new cloud and hybrid solutions, contributing to continuous infrastructure improvement
• Proactively monitor cloud and infrastructure health, resolving issues before they impact users or operations

Advanced Technical Support

• Act as an escalation point for complex incidents from endpoint and user support teams
• Troubleshoot advanced issues related to Azure, Intune, authentication, VPN connectivity, and system integrations
• Liaise with third‑party vendors and Microsoft support to resolve high‑impact or specialist issues
• Perform root cause analysis and implement long‑term fixes to prevent recurring problems

Network & Systems Administration

• Maintain and support LAN/WAN networks, VPNs, firewalls, switches, and wireless infrastructure
• Carry out network performance monitoring, firmware updates, and configuration management
• Support on‑premise server environments where applicable, including patching and system updates
• Assist with new office setups or relocations, ensuring infrastructure readiness
• Travel to other office locations when required to deliver on‑site technical support

Monitoring, Maintenance & Documentation

• Monitor systems using infrastructure monitoring tools and respond to alerts
• Perform scheduled maintenance, backups, and patch management
• Maintain accurate technical documentation, including network diagrams, SOPs, and architecture records
• Contribute to the IT knowledge base with clear guides and troubleshooting documentation

Collaboration & Stakeholder Engagement

• Work closely with endpoint support teams to ensure end‑to‑end issue resolution
• Collaborate with security stakeholders to maintain compliance and support vulnerability remediation
• Support application and data teams with integrations and access dependencies
• Share knowledge, mentor colleagues, and promote best practices across the IT function

Required Experience & Skills

• Proven experience in a 2nd line or infrastructure support role
• Strong experience supporting Microsoft 365 and Azure environments
• Solid understanding of:
  • Azure identity, access, and resource management
  • Microsoft 365 administration
  • Intune / Endpoint Manager
  • Networking fundamentals (VPN, DNS, DHCP, routing, switching)
• Experience supporting Windows operating systems and devices
• Working knowledge of Power Shell for administration or automation
• Strong problem‑solving, analytical, and documentation skills
• Proactive, reliable, and customer‑focused approach

Preferred Qualifications

• Microsoft Azure Administrator Associate (AZ-104) or equivalent
• Microsoft 365 Modern Desktop or Endpoint Administrator certification
• ITIL v4 Foundation
• Experience supporting multi‑site or distributed environments

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Transportation, Logistics, Supply Chain and Storage

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