IT Infrastructure & Cloud Engineer (2nd/3rd Line)
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What you'll do
- L2/L3 Service Delivery & ITSM: Act as a senior escalation point for complex technical incidents, providing L2/L3 support across end-user computing, Microsoft 365, identity, networking, applications and operational systems, while managing incidents, requests, changes and problems through HaloITSM.
- Microsoft 365 & Identity: Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive, alongside Microsoft Entra ID, MFA, access controls and user lifecycle activities.
- Endpoint & Infrastructure Support: Manage and support Windows endpoints, Microsoft Intune, Autopilot, device compliance, application deployment and hardware, while providing technical troubleshooting across networks, VPN, Wi-Fi, DNS, DHCP and connectivity services.
- Operational Technology & Site Support: Provide practical technical support across LondonEnergy sites for CCTV, access control, ANPR, body-worn cameras, gate systems, shared operational PCs and other business-critical technology.
- Cyber Security & Compliance: Support day-to-day cyber security operations including security alert investigation, endpoint protection, application control, vulnerability remediation, secure access practices and evidence gathering for audits and assurance activities.
- Vendor, Asset & Service Management: Coordinate third-party suppliers, support cases, quotes, purchase orders, warranties and equipment requirements, while maintaining accurate asset, licence and support records.
- Leadership & Continuous Improvement: Provide technical mentoring and knowledge sharing, maintain technical documentation and procedures, identify opportunities for automation and service improvement, and contribute to IT, infrastructure, security and technology projects.
What they're looking for
- 5+ years’ experience providing L2/L3 IT support within a complex, hybrid, multi-site or operational environment, with experience acting as a senior technical escalation point.
- Microsoft Technologies: Strong experience supporting and administering Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID, with knowledge of MFA and access control.
- Endpoint & Infrastructure: Experience with Microsoft Intune, Autopilot, Windows endpoint management and application deployment, alongside good knowledge of networking fundamentals including DNS, DHCP, VPN, Wi-Fi and connectivity troubleshooting.
- ITSM: Experience using HaloITSM or a comparable ITSM platform to manage incidents, service requests, changes, problems, SLA performance and knowledge records.
- Cyber Security: Experience supporting cyber security operations, endpoint protection, application control, vulnerability remediation and secure access practices.
- Operational & Business Systems: Experience supporting business-critical or operational technology is desirable, including CCTV, access control, ANPR, body-worn camera systems, D365, UniFlow or similar systems.
- Communication & Approach: Strong problem-solving, communication and organisational skills, with the ability to work independently, document technical actions clearly and communicate effectively with technical and non-technical stakeholders.
Nice to have
- Experience supporting business-critical or operational technology is desirable, including CCTV, access control, ANPR, body-worn camera systems, D365, UniFlow or similar systems.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
- Job Title: IT Service Delivery Engineer - L2/L3 Technical Operations
- Type: Full Time, Permanent
- Salary: £35,000
- Location: LondonEnergy EcoPark, Edmonton
About LondonEnergy:
LondonEnergy operates the second largest waste contract in the UK, handling and processing nearly 750,000 tonnes of London’s waste every year. We have a dedicated team of people working across our various North London sites, making a positive difference to the environment and the local community.
By processing household waste at our facility, we produce enough waste from energy to power 80,000 homes every year and recycle 70% of items through our Reuse and Recycling Centres.
About the role:
We are looking for an experienced and technically capable IT Service Delivery Engineer to provide advanced L2 and L3 technical support across LondonEnergy’s corporate, operational and multi-site technology environment. The role combines hands-on troubleshooting with service ownership, user support, cyber-aware operations, vendor coordination and continuous improvement.
You will act as a senior technical escalation point, taking ownership of complex incidents through to resolution and supporting a broad range of technologies including Microsoft 365, Microsoft Entra ID, Intune, endpoint management, networking, business applications, CCTV, access control and operational technology.
The role will involve working across LondonEnergy sites and supporting both technical and non-technical colleagues. You will also contribute to IT service improvements, technical documentation, ITSM processes, cyber security activities and technology projects, while working closely with internal teams and third-party suppliers.
Responsibilities
- L2/L3 Service Delivery & ITSM: Act as a senior escalation point for complex technical incidents, providing L2/L3 support across end-user computing, Microsoft 365, identity, networking, applications and operational systems, while managing incidents, requests, changes and problems through HaloITSM.
- Microsoft 365 & Identity: Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint and OneDrive, alongside Microsoft Entra ID, MFA, access controls and user lifecycle activities.
- Endpoint & Infrastructure Support: Manage and support Windows endpoints, Microsoft Intune, Autopilot, device compliance, application deployment and hardware, while providing technical troubleshooting across networks, VPN, Wi-Fi, DNS, DHCP and connectivity services.
- Operational Technology & Site Support: Provide practical technical support across LondonEnergy sites for CCTV, access control, ANPR, body-worn cameras, gate systems, shared operational PCs and other business-critical technology.
- Cyber Security & Compliance: Support day-to-day cyber security operations including security alert investigation, endpoint protection, application control, vulnerability remediation, secure access practices and evidence gathering for audits and assurance activities.
- Vendor, Asset & Service Management: Coordinate third-party suppliers, support cases, quotes, purchase orders, warranties and equipment requirements, while maintaining accurate asset, licence and support records.
- Leadership & Continuous Improvement: Provide technical mentoring and knowledge sharing, maintain technical documentation and procedures, identify opportunities for automation and service improvement, and contribute to IT, infrastructure, security and technology projects.
Requirements
- Experience: 5+ years’ experience providing L2/L3 IT support within a complex, hybrid, multi-site or operational environment, with experience acting as a senior technical escalation point.
- Microsoft Technologies: Strong experience supporting and administering Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID, with knowledge of MFA and access control.
- Endpoint & Infrastructure: Experience with Microsoft Intune, Autopilot, Windows endpoint management and application deployment, alongside good knowledge of networking fundamentals including DNS, DHCP, VPN, Wi-Fi and connectivity troubleshooting.
- ITSM: Experience using HaloITSM or a comparable ITSM platform to manage incidents, service requests, changes, problems, SLA performance and knowledge records.
- Cyber Security: Experience supporting cyber security operations, endpoint protection, application control, vulnerability remediation and secure access practices.
- Operational & Business Systems: Experience supporting business-critical or operational technology is desirable, including CCTV, access control, ANPR, body-worn camera systems, D365, UniFlow or similar systems.
- Communication & Approach: Strong problem-solving, communication and organisational skills, with the ability to work independently, document technical actions clearly and communicate effectively with technical and non-technical stakeholders.
Benefits
- Private Medical & Life Insurance
- Company Pension Scheme
- Annual Leave Package
- Employee Recognition Scheme
- Access to Employee Assistance Programme (EAP)
- + Many more benefits
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
Company
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