2nd Line Support Engineer – 365 Specialist

Portsmouth, Hampshire
City of Portsmouth College

Job Title: 2nd Line Support Engineer – 365 Specialist

Location: Multiple Campus locations, Portsmouth

Salary: £28,315.00 – £30,034.00 (Full-Time Equivalent)

Job Type: 37 Hours per week, 52 Weeks per year, Permanent

About the College:

As a newly merged 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.

What we offer:

• Annual Leave (FTE): 25 days, plus 8 days bank holidays and plus a 2 week winter shutdown
• Full training provided alongside ongoing development and the ability to obtain qualifications for specified roles
• Local Authority Pension Scheme
• Learning & Development programmes by The Community Adult Education Department
• Employee Assistance Programme
• Sample list of benefits:
  • Onsite discounts: college Hair Salon & 50% off at the college Sports Centre
  • Online discounts: Unidays, Student Beans and Totum with a COPC email address
• Free car parking across all campus sites (apart from Arundel)

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.

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

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.

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.

Diversity and Inclusion

The College’s commitment to Equality, Equity, Diversity, and Inclusion is reflected in the continued successful promotion of these strands through the curriculum, enrichment activities and the range of direct and indirect student support services.

Pre Employment Checks

The College is committed to safeguarding and promoting the welfare of children and young people. All successful candidates will be subject to an enhanced Disclosure and Barring Service check and two references.

We reserve the right the close the job advert when we have had successful applications, and it may not run for the full duration of the advert.

We do not accept CV’s from agencies for these roles.