Support Engineer: 2nd Line

Location: Hybrid role with on-site work in Newcastle Upon Tyne, United Kingdom; 4 nights on and 4 nights off, including weekends.

Company

hirify.global is an IT company focused on Microsoft Cloud-based solutions and customer support services.

What you will do

• Investigate, troubleshoot and resolve customer technical issues within contractual service timeframes.
• Own support tickets from initial contact through resolution, keeping customers informed throughout.
• Provide support across Microsoft Cloud and Microsoft 365 environments.
• Escalate issues when appropriate and collaborate with colleagues, Microsoft and third-party partners on complex problems.
• Identify opportunities to improve customer systems, processes and technology performance.
• Support customers remotely and on-site, including participation in an on-call rota.

Requirements

• Experience in 2nd Line IT Support or a Service Desk environment.
• Hands-on experience with Microsoft 365 technologies and interest in cloud-based solutions.
• Strong communication, organisation, attention to detail and time-management skills.
• Ability to troubleshoot problems, explain technical concepts clearly and build trusted customer relationships.
• Willingness to work the 4x4 night-shift pattern, including weekend work, and attend the Newcastle Upon Tyne site as required.
• Commitment to continuous learning and professional development.

Nice to have

• Microsoft 365 Administrator or Azure Administrator certifications.
• Experience with Autotask.

Culture & Benefits

• Inclusive, collaborative culture focused on integrity, professional development and service excellence.
• 25 days of holiday and company sick pay.
• Home working allowance and support for home-office setup.
• 24/7 GP access and Employee Assistance Programme.
• Life assurance, private health insurance after one year, and enhanced parental pay and leave.
• Perkbox, Cyclescheme and electric car scheme.

Hiring process

• Recruitment decisions are made by people; AI is used for administrative support such as note-taking and process automation.
• Reasonable adjustments can be requested during the recruitment process.