2nd Support Line Engineer

Purpose of the Role

The 2nd Line Support Engineer will act as an escalation point for complex technical issues, providing advanced troubleshooting, incident resolution, and operational support across end-user devices, applications, and infrastructure. The role combines technical depth with strong customer service and collaboration skills to ensure seamless IT operations and effective support for business-critical systems.

Key Responsibilities

End-User and Infrastructure Support

• Provide 2nd line technical support across Windows, IOS and other mobile environments.
• Diagnose and resolve escalated incidents from the MSP helpdesk within SLA targets or internal escalations.
• Support the lifecycle management of IT assets, including laptops, mobile devices, printers, and peripherals.
• Assist in the setup, configuration, and maintenance of remote desktop and VPN solutions.

Microsoft 365 and Azure Environment

• Support administration and troubleshooting within the Microsoft 365 ecosystem (Outlook, Teams, SharePoint, OneDrive).
• Manage user access and security through Azure Active Directory / Entra ID.

Applications and Business Systems

• Provide technical support for core business systems including: Intapp Time, 3E, Emburse, iManage, Upper Sigma, and Introhive.
• Coordinate with vendors and internal teams for system updates, testing, and integrations.

Cybersecurity & Compliance

• Monitor and maintain endpoint and email security tools such as Mimecast and Sentinel One (or equivalents).
• Collaborate with MSP, cyber partners and SOC to ensure a consistent proactive security posture.
• Support user awareness initiatives and ensure adherence to firmwide security policies.

Project Delivery & Technical Initiatives

• Contribute to IT project implementations, testing, and post-deployment support as required.
• Participate in rollout of new applications and infrastructure improvements on an ongoing basis.
• Support automation and workflow optimisation initiatives (experience with the power platform will be beneficial)
• Familiarity with ChatGPT Enterprise, with solid understanding of prompting and custom GPTs.

Vendor & Stakeholder Management

• Act as a secondary point of contact for IT vendors and managed service providers.
• Assist the IT Supervisor with procurement, inventory tracking, and supplier liaison.
• Provide high-quality support and communication to end users and stakeholders.

Team Collaboration

• Mentor junior team members, including apprentices.
• Share technical knowledge and contribute to process improvement documentation.

Essential Technical Skills

• Microsoft 365 administration (including Azure AD, Endpoint Manager / Intune).
• Windows 11 desktop support and configuration.
• VPN, remote desktop tools, and endpoint security management.
• Mimecast, Sentinel One (or comparable solutions).
• Active Directory and Group Policy management.
• iManage Work / Mobility / Archiving administration and support.
• Familiarity with Azure, Power Automate, and application deployment workflows.
• Familiarity with ChatGPT Enterprise and its use cases in a legal environment

Desirable Experience

• Legal or professional services IT environment.
• Exposure to 3E, Intapp and iManage ecosystems.
• Mobile device management and experience
• Basic networking concepts (DNS, DHCP, VPN, routing).

Attributes

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Proactive and collaborative approach to service delivery.
• Commitment to continual learning and development.