Public Cloud Second Line Engineer

What you’ll be doing

• Acting as a2nd Line escalation point for Azure and Microsoft 365 incidents and service requests
• Owning incidents from investigation through to resolution, keeping customers informed throughout
• Providing advanced troubleshooting across Microsoft Azure, including:
• Virtual Machines
• Azure Storage, Backup and Recovery
• Azure Monitor, Log Analytics and alerting
• Azure Active Directory and RBAC
• Supporting Microsoft 365 services, including:
• Exchange Online (mail flow, mailbox issues, permissions and hybrid scenarios)
• SharePoint Online and OneDrive for Business
• Microsoft Teams (calling, meetings, integrations and client issues)
• Microsoft 365 security and compliance features (where applicable)
• Escalating complex or high‑impact issues to 3rd Line teams with clear technical detail and evidence
• Supporting planned changes, maintenance and service improvement activities
• Creating and maintaining technical documentation, knowledge base articles and known error records
• Working closely with Service Desk, Cloud Engineering and wider teams to deliver a consistent support experience
• Providing on‑site support when required

What will you bring?

• 2–3 years’ experience supporting Microsoft technologies in a production environment
• Strong hands‑on experience with Microsoft Azure
• Strong experience supporting Microsoft 365 workloads
• Experience supporting hybrid environments (on‑premises integrated with Azure and M365)
• Working knowledge of ITIL‑aligned support environments
• Excellent customer service skills with the ability to manage multiple priorities
• Strong troubleshooting, analytical and problem‑solving capability
• Clear written and verbal communication skills, including technical documentation
• Ability to achieve and maintain NPPV3 with SC clearance

Desirable:

• Valid UK driving licence and access to a car
• Microsoft certifications such as AZ‑900 and AZ‑104
• Experience supporting large or complex tenant environments