2nd Line Support Engineer

The Role; If you are analytical, customer-focused and confident working in a busy technology environment, this is a great opportunity to contribute to a world-class institution at the heart of London. The Role London Business School is looking for a 2nd Line Support Engineer to join our Technology team and help deliver reliable, high-quality digital support across the School. In this role, you will provide specialist technical support across end-user computing, core applications and platforms. You will act as an escalation point for the Service Desk, resolving more complex technical issues and helping to maintain secure, stable and efficient technology services. You will support Windows, macOS, Android and mobile devices, assist with application deployment, patching and asset management, and provide administration across Microsoft products, email platforms and business applications. You will also work with internal teams and third-party suppliers to resolve complex issues and improve service delivery. Main Responsibilities

• Timely and effective resolution of 2nd line incidents and service requests in line with defined SLA's.
• Reduction in recurring device and application issues.
• Accuracy of asset, licence and configuration records.
• Compliance with patching, security and operational standards.
• Quality and currency of technical documentation.
• Positive feedback from Service Desk colleagues and end users.
• Improvements to processes and procedures in own area of specialism. Who We Are Looking For
• Demonstrable experience in a 2nd line IT or EUC support role.
• Strong working knowledge of Windows, macOS and mobile platforms.
• Proven experience administering Microsoft Intune for device management, configuration and compliance.
• Experience supporting Microsoft 365 services, including Teams, SharePoint and Entra ID.
• Experience with MDM solutions and device lifecycle management.
• Experience troubleshooting business applications and managing software deployments.
• Strong analytical and problem‑solving skills.
• Good communication skills and a customer‑focused approach.
• Good project management skills.
• Budget management experience
• Microsoft Certified: Endpoint Administrator Associate (MD‑102)
• (or previous Microsoft Intune / Modern Desktop equivalent)