2nd Line Support

Join TwentyFour IT as a 2nd Line Service Desk Engineer ABOUT US TwentyFour IT is a Microsoft-focused managed IT, cloud and cyber security provider for SME and enterprise clients. Our service desk is the heart of the business. It's how our clients experience us every day, and we measure ourselves on fixing problems the first time. THE ROLE You'll handle escalations from our 1st line team and take ownership of the more complex incidents and requests across our managed client base. WHAT YOU'LL BE DOING

• Escalated incidents and requests: owning tickets through to resolution and keeping clients updated in clear, plain English
• Microsoft 365: Exchange Online, Teams, SharePoint, OneDrive, licensing, Entra ID users and groups, and Conditional Access
• Endpoint management: Intune and Autopilot troubleshooting, policy and compliance, Windows 10/11, application deployment and patching
• Active Directory and Windows Server: user lifecycle, Group Policy, file and print, and basic server health
• Security tooling: MFA, application control requests, endpoint protection alerts and SOC escalations
• Azure Virtual Desktop and RDS: supporting users and troubleshooting session hosts
• Networking: diagnosing site, VPN, wireless and connectivity issues before escalating
• Telephony and print: phone system extensions and queues, and cloud print
• Joiners, movers and leavers: carrying out and quality checking onboarding and offboarding, including work done by automation
• Monitoring: responding to alerts and fixing the root cause, not just the symptom
• Knowledge and mentoring: writing knowledge base articles and helping develop our 1st line engineers
• On-call: taking part in the paid on-call rota (06:30 Saturday to 23:59 Sunday) WHAT YOU'LL BRING
• At least 3 years in IT support, ideally on an MSP service desk
• Strong troubleshooting across Microsoft 365, Exchange Online and Entra ID
• Hands-on experience with Windows 10/11, Active Directory and Group Policy
• Working knowledge of Intune and remote monitoring tools
• Networking fundamentals: DNS, DHCP, VPN and VLANs
• A genuine customer service mindset. You take ownership and communicate well. We measure satisfaction on every ticket
• Disciplined ticket hygiene: accurate notes, time entries and resolutions
• Comfortable working alongside automation and AI tools, and knowing when a human needs to step in NICE TO HAVE
• Experience with PSA and RMM platforms
• Azure Virtual Desktop experience
• PowerShell scripting
• Microsoft certifications such as MS-900, MD-102 or MS-102 A full UK Driving License