Hours: Monday-Friday 9-5 (35 hours) Departmental Overview The MJ Quinn Technology and Services Department supports over 3000+ people across our platforms and workforce and locations. The Department has complete ownership of our Microsoft modern workplace solutions combined with Microsoft Dynamics.
Job Purpose / Primary Objective The primary objective of the 2nd Line Support is to be involved in all aspects of the IT support role for all our in-house teams, with a primary focus on incidents and problems escalated from the 1st Line Support team. The ability to work within a team as well as using your own initiative is required. This role may occasionally require travel to multiple locations.
Key Responsibilities The key responsibilities of this role include but are not limited to the following tasks:
Be available as a first point of coordination for IT support requests by phone, email, ticket, and on various MJQ Sites.Provide IT support and ensure timely ticket closures.Be responsible for own SLA/KPIs.Provide 1st line support to end users for Microsoft Office Solutions.Provide 1st line support to end users for hardware issues.Provide 2nd line support to end users for Microsoft Office Solutions and Azure Services.Provide 2nd line support to end users for hardware issues and network infrastructure issues.Build and deploy end user compute devices, network infrastructure devices such as switches, printers, and access points.Monitor and maintain on-premise servers.Support and collaborate with other team members in the delivery of IT support services.Support escalation of incidents/problems to 3rd line support.Be fundamental in developing MJQ's working culture, its reputation, and values.Process regular reports from the ITSM Solution and Azure for trend analysis and problem identification.Provide training and support to 1st Line IT staff and end-users on the use of Microsoft products and IT best practices.Relationships To be effective in this role, the 2nd Line Support will need to:
Maintain and build good working relationships with internal and external stakeholders including colleagues, customers, suppliers, and senior management teams.Work efficiently and effectively as part of a team.Demonstrate strong time management skills.Communicate effectively with all other departments.Show problem-solving skills: ability to diagnose and resolve complex technical issues efficiently.Person Specification To be successful in this role, the 2nd Line Support will need to:
Have experience with using and troubleshooting Outlook/Office 365 within a network environment (permissions, calendar sharing, and delegation).Have an advanced understanding of PC hardware set-up and configuration.Possess basic knowledge of network infrastructure hardware and topologies.Have strong knowledge of Microsoft-based operating systems with an emphasis on Windows desktop technologies (Windows 10/11).Have strong knowledge of Microsoft Azure and 365 Platform, including Entra ID, Endpoint, Compliance, Conditional Access, Enterprise Apps and App Registration, SSO Integrations.Have basic knowledge of Dynamics 365.Have a minimum of 2-3 years of experience in an IT support role, with a focus on Microsoft products.Education Requirements G.C.S.E level B+ in Mathematics & English (or equivalent).Full Clean UK Driving License.Microsoft Certifications; ideally one or more of MS-900, AZ-900, MD-100.A legal right to work in the UK.Diversity Statement MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & maternity, race, religion or belief, sex, or sexual orientation.
MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability, or gender and is committed to creating a workforce as diverse as the communities we serve.
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