Second Line Support Engineer
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About us:
Our mission is to facilitate the transition to a low-carbon economy by providing innovative financial solutions to our clients.
We are not just any energy and sustainability group; we're a dynamic, award-winning powerhouse! At the forefront of environmental innovation, we lead the charge in providing cutting-edge solutions for large-scale energy consumers. From guiding small business to corporate giants on their journey to achieve net zero emissions to expertly managing risks and supplying vital power and gas resources, we do it all. But wait, there's more! We're not content with just excelling in our current ventures - we thrive on pioneering new businesses and seizing energy investment opportunities.
The Role
We are seeking an experienced IT Support Engineer (Level 2/3) to join our technical operations team. This role combines advanced technical problem-solving with leadership responsibilities, serving as a bridge between first-line support and senior infrastructure engineering. You will handle escalated technical issues, manage complex helpdesk tickets, lead IT projects, and mentor junior team members.
This is an excellent opportunity for a skilled support engineer looking to advance their career in a dynamic environment, with exposure to enterprise-level systems, cloud technologies, and strategic IT initiatives. You will work closely with IT management and senior engineers while maintaining direct responsibility for resolving escalated user issues and managing the helpdesk ticketing system.
Your responsibilities will include managing escalated helpdesk tickets, performing advanced troubleshooting across Microsoft 365 and Azure environments, implementing IT projects, maintaining documentation and knowledge base articles, and providing technical guidance to first-line support staff. You will support over 300 end users across multiple geographical locations including France, Spain, Netherlands, Switzerland, and Poland.
Key Responsibilities:
- Manage and resolve complex escalated tickets from first-line support, ensuring timely resolution and maintaining SLA compliance.
- Perform advanced troubleshooting of Microsoft 365 services including Azure AD, Intune, Exchange Online, SharePoint, Teams, and Defender for Endpoint.
- Monitor helpdesk ticket queues, identifying trends and recurring issues to implement proactive solutions and reduce ticket volume.
- Lead and execute IT projects, including user migrations, system deployments, software rollouts, and infrastructure improvements.
- Create and maintain comprehensive technical documentation, knowledge base articles, and standard operating procedures.
- Provide technical mentorship and training to first-line support engineers, reviewing their ticket resolutions and escalations.
- Collaborate with third-party vendors and software providers, managing support cases and coordinating issue resolution.
- Implement and manage security policies across endpoints using Intune and Defender, ensuring compliance with organizational security standards.
- Perform user lifecycle management including onboarding, offboarding, and role changes across multiple systems and applications.
- Conduct root cause analysis on recurring technical issues and implement preventative measures.
- Support multi-tenant Microsoft 365 environments across CFP Energy subsidiaries in multiple countries.
- Develop and maintain PowerShell scripts for automation of routine tasks and system management.
- Manage SSO integrations, SCIM provisioning, and identity management across enterprise applications.
- Proactively identify opportunities for process improvements and operational efficiency gains.
Ideal Candidate
- 3-5 years of experience in IT support with demonstrated progression to Level 2/3 responsibilities.
- Strong experience managing helpdesk ticketing systems and SLA-driven support environments.
The CFP Energy Group is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.