IT Support Analyst - 2nd Line, Win11, O365, AD/GPo

IT Support Analyst/IT Support Engineer - Win11, O365, Intune, AD/GPo, EntraID, Exchange Online, Microsoft Defender, SCCM, LAN/WAN/VOIP. Permanent. South East London (3/2). c£40k +Benefits

Established mid-sized organisation seeks an experienced 2nd Line ICT Support Analyst to provide hands-on technical support across a modern Microsoft-focused IT environment. Reporting to the ICT Director, you'll take ownership of support incidents through to resolution, providing both remote and face-to-face assistance while helping maintain secure, reliable desktop, cloud and infrastructure services.

This is a broad 2nd Line Support role covering Windows 11, Microsoft 365, Intune, Entra ID, Exchange Online, Microsoft Defender and endpoint management, together with networking, Windows Server and end-user technologies. You'll troubleshoot a wide variety of technical issues, administer users and devices and contribute to upgrades, migrations, security and service improvement activities.

Key Responsibilities:

• Log, own and resolve 2nd Line support incidents, prioritising business impact and keeping users informed.
• Support Windows 11, O365, Outlook, Teams, SharePoint Online and OneDrive.
• Administer O365 users, licences, groups, shared mailboxes and Exchange Online.
• Manage AD/GPo, MicrosoftEntra ID accounts, security groups, permissions and joiner/leaver processes.
• Troubleshoot MFA, Conditional Access, authentication and access issues.
• Deploy and manage laptops and mobile devices using Microsoft Intune and Windows Autopilot.
• Support endpoint health, patching, malware remediation and Microsoft Defender technologies.
• Support Microsoft Purview sensitivity labels, encryption and Data Loss Prevention controls.
• Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, LAN and VPN connectivity as well as VOIP Telephony
• Assist with Windows Server, file and print services, SCCM/MECM and meeting-room technologies.
• Support upgrades, migrations, backup checks, recovery testing and root-cause investigations.
• Provide user training, inductions and maintain technical and how-to documentation.

We're looking for experienced 2nd Line Support Analysts or IT Support Engineers with strong Microsoft technology skills and a proactive, customer-focused approach.

You will possess:

• Proven experience resolving IT incidents at 2nd Line level/desktop support
• Strong Windows 11 and O365 support skills.
• Experience administering AD/GPo, Microsoft Intune and EntraID.
• Good knowledge of Exchange Online and O365 administration.
• Experience supporting Microsoft Defender and endpoint security.
• Good networking knowledge including TCP/IP, DNS, DHCP, Wi-Fi, LAN and VPN.
• Strong troubleshooting skills across endpoints, applications and infrastructure.
• Excellent communication skills and the ability to support users both remotely and face-to-face.
• Azure, PowerShell and Information Security knowledge would be advantageous.
• Microsoft or ITIL certification would be desirable but equivalent practical experience is equally valued.
• Experience within Construction, Surveying, Property or Professional Services would be advantageous.

This is an excellent opportunity for a hands-on 2nd Line Support Analyst looking for a varied role across Microsoft 365, endpoint management, security, networking and infrastructure, with the opportunity to contribute to wider technology upgrades and improvement projects.