Support Engineer

Company Description TREAT-NMD is a global network committed to advancing diagnosis, care, and treatment for those living with neuromuscular diseases. We work collaboratively with experts, patients, and organizations to improve outcomes, accelerate research, and support groundbreaking initiatives worldwide. Job Purpose The 2nd Line Support Engineer provides advanced technical support, resolves escalated incidents, maintains core business systems, and contributes to IT projects and continuous improvement initiatives. The role is on site (a minimum of 3 days per week) and available for urgent team queries. The role looks after all ICT Equipment, access, logs and replacements, as well as the TREAT-NMD Azure and AWS environments and managed security, with the support of our first line support external contractor. The role provides valuable support to our ISO 27001 accreditation, supporting with policy implementation and information security storage and compliance. Key Responsibilities

• Provide 2nd line support to internal users
• Act as escalation point for complex technical issues
• Administer Microsoft 365 and Active Directory environments
• Support infrastructure, deployments and IT projects
• Maintaining accurate documentation, including asset records, system configurations, and known fault logs
• ISO 27001 compliance- technical level support
• Liaise with third-party suppliers and vendors required to support resolution of technical issues
• Assisting with IT audits and providing recommendations to improve the IT environment Key Accountabilities ·        Meet service standards and SLAs  ·        Ensure compliance with security and data protection requirements  ·        Deliver work in line with organisational policies and procedures. ·        Meet agreed performance, quality, and service standards. ·        Maintain accurate records and documentation. ·        Build effective relationships with internal and external stakeholders. ·        Contribute to continuous improvement initiatives. ·        Ensure compliance with health, safety, and data protection requirements. ·        Comply with company Code of Conduct. ·        Comply with company Policies. The postholder will be required to form working relationships with a diverse group of people internally and externally. Key contacts include: TREAT-NMD (Internal) -         All Staff External -         Suppliers -         Contractors -         Software Build engineers -         NMD Network Stakeholders Knowledge, Skills and Experience Essential
• 3 years' experience in a 2nd line IT support or similar role
• Proven experience supporting Windows 10 and 11 desktop environments
• Working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive)
• Experience with Active Directory user management, group policy, OU structure
• Strong troubleshooting skills with the ability to diagnose and resolve issues methodically
• Excellent communication skills able to explain technical issues clearly to non-technical users
• Ability to prioritise and manage open incidents simultaneously
• Customer-focused approach, with a professional and patient manner when supporting end users
• Able to work effectively both independently and as part of a team
• Awareness of new and emerging technologies and a commitment to ongoing development Desirable
• Experience advising or collaborating with international colleagues.
• Understanding of communication dynamics in collaborative, cross-sector projects.
• Experience in a similar organisation or sector.
• Experience with Windows Server 2019/2022, including Active Directory, DNS, DHCP, and File Services
• Virtualisation platforms Hyper-V or VMware
• Azure Active Directory / Entra ID and hybrid identity environments
• Mobile Device Management (MDM) — Intune, JAMF or similar
• Networking fundamentals — LAN, WAN, VPN, VLANs, managed switches, Wi-Fi and firewalls
• PowerShell scripting for administration and automation tasks
• Experience using an ITSM ticketing platform (any vendor)
• Backup solutions and disaster recovery awareness
• Excellent documentation skills and a process-driven approach Qualifications
• Microsoft, CompTIA or ITIL certifications desirable  Competencies The successful candidate will demonstrate:
• Customer Focus
• Communication
• Teamwork and Collaboration
• Problem Solving
• Planning and Organisation
• Adaptability and Flexibility
• Accountability
• Continuous Improvement Working Conditions and Benefits This is a role for someone who wants to do real technical work in a supportive team environment. You'll have the opportunity to develop your skills across a broad technology stack, take on project work alongside BAU support, and grow your career within the IT function.
• Hybrid – 3 days per week on site required as a minimum
• Standard working hours: 37 per week
• Competitive salary in line with regional benchmarks
• Minimum 25 days annual leave (Pro Rata)
• Birthday Leave; free extra holiday
• Business close down; Christmas leave additional to Annual Leave
• Employee Assistance Programme
• Dedicated Training and development (Via our annual appraisal system)
• Opportunity to work across a varied technology environment Performance Measures Success in this role may be measured by:
• Achievement of agreed objectives and KPIs.
• Quality and accuracy of work.
• Customer/stakeholder feedback.
• Compliance with policies and procedures.
• Contribution to team and organisational goals