2nd Line Engineer 365 Specialist

at  City of Portsmouth College

Job Title: 2ND Line Engineer – 365 Specialist
Location: Highbury, Portsmouth (cross campus travel required)
Salary: £28,315 - £30,931 Full Time Equivalent
Job Type: 37 Hours per week, 52 Weeks per year, Full-Time Permanent

ABOUT US:

At City of Portsmouth College, we aspire to be the employer of choice in the Portsmouth area, with a progressive, supportive, and rewarding workplace culture and one that offers competitive benefits for its staff. By joining us, you will personally be part of the change we are driving and will play a pivotal role in supporting the growth and development of our brilliant students, turning them into future leaders and innovators. Everyone at the College is part of the bigger picture and together, each role makes an impact and in turn a difference to our students learning journey.
We have an unrivalled curriculum of courses on offer for students of all ages and stages covering A-levels, Apprenticeships, Vocational & Technical courses. We also offer Higher Education, Online learning and Community courses that appeal to the needs of the local community.
We aspire to become the employer of choice in the Portsmouth area, promoting a progressive, supportive and rewarding workplace culture. Here at COPC, we offer ongoing support, professional development / training and guidance alongside competitive benefits to all staff. By joining us you can be a part of the journey to shape the next generations educational journey and you will play a pivotal role in supporting the growth and development of our brilliant students, turning them into future leaders and innovators.

ABOUT THE ROLE:

The 2nd Line Support Engineer - 365 Specialist will work as part of a team to deliver high quality customer support in the troubleshooting and resolution of technical support issues, planning and developing the infrastructure, supporting 1st line teams and escalating and managing issues with 3rd line and 3rd parties. Team working and communications within an overall approach that values people will be of key importance.

SPECIALIST DUTIES:

• Providing end-user support for M365 applications, systems and services that the 1st line team are unable to resolve
• Providing assistance to the Cloud Services Manager with the further development of existing M365 services
• Providing assistance to the Cloud Services Manager with the design, implementation, documentation and rollout of new M365 related projects
• Liaising with internal business departments to review existing processes, and introduce automation to the business process where appropriate.
• Working with the Cyber Security Specialist in monitoring alerts and incidents in M365 services (Microsoft Defender XDR)
• Create and updating existing documentation on new and existing M365 services. Creating internal technical documentation, and public guides for general staff.

KEY RESPONSIBILITIES:

• Deliver high quality customer support in the troubleshooting and resolution of technical support issues
• Providing expertise to support the Planning and development of IT
• Supporting 1st line teams
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
• Escalating and managing issues with 3rd line and 3rd
• Assisting in projects as required
• Resolving and assisting with general IT Support tickets

TO BE SUCCESSFUL IN THIS ROLE, BELOW IS WHAT WE WOULD NEED FROM YOU:

• Excellent experience of working in a support environment and understanding customer needs
• Good level of understanding of Hardware, Virtualisation, Active Directory and Software
• Good level of understanding of Microsoft Active Directory including Azure AD
• Strong interpersonal skills, maintaining an approachable demeanour to aid a positive first impression and rapport building.
• Microsoft Intune & Auto Pilot Experience is desirable but not essential.
• Proficiency with a range of IT systems and software, including knowledge of operating systems, network fundamentals and common office applications.