End User Support Engineer (1st/2nd Line)

Job Description

This role is ideal for an IT Support Engineer, Service Desk Analyst or End User Support Engineer looking to develop their skills in Microsoft 365, endpoint management, systems administration and cloud technologies. You will provide 1st and 2nd line support, helping to resolve incidents, fulfil service requests and support day-to-day IT operations. Working alongside experienced engineers and service management professionals, you’ll gain exposure to a wide range of technologies while contributing to service improvement initiatives and operational excellence. We’re looking for someone who enjoys solving problems, takes pride in delivering excellent customer service and is keen to build a long-term career in technology.

Key responsibilities and attributes

• Providing 1st and 2nd line support for incidents, service requests and user enquiries using our IT Service Management (ITSM) platform.
• Troubleshooting hardware, software and Microsoft 365 issues and working with colleagues to resolve more complex technical problems.
• Managing user accounts, access requests and permissions across Microsoft 365 and Microsoft Entra ID.
• Supporting Microsoft 365 services, including Exchange Online, Teams, SharePoint and OneDrive.
• Provisioning, configuring and supporting laptops, desktops, mobile devices and peripherals.
• Assisting with endpoint management and device administration through Microsoft Intune.
• Monitoring ticket queues and ensuring incidents and requests are progressed within agreed service levels.
• Creating and maintaining technical documentation, knowledge articles and support procedures.
• Supporting service improvement initiatives and helping to improve the user experience through better processes, automation and knowledge sharing.
• Working alongside infrastructure, cyber security and service management teams to develop your technical skills and broaden your experience.

At Apache IX, we invest in our people and support continuous professional development. This role provides the opportunity to build experience across Microsoft 365, endpoint management, cloud technologies, service management and cyber security while working alongside experienced engineers and consultants. The role is designed to help develop technical, operational and professional skills, with clear opportunities for career progression.

Qualifications – Essential

• ITIL Foundation certification, or willingness to achieve this within six months of joining.

Qualifications – Desirable

• Microsoft certifications.
• CompTIA Security+.
• Cloud, infrastructure or cyber security certifications.

Requirements and skills – Essential

• Experience working in an IT Support, Service Desk or End User Support role.
• Experience using ITSM tools to manage incidents and service requests.
• Experience supporting Microsoft Windows desktop environments.
• Experience supporting Microsoft 365 applications and services, including Entra ID.
• Experience managing user accounts, permissions and access requests.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• The ability to manage competing priorities and work effectively both independently and as part of a team.

Requirements and skills – Desirable

• Microsoft 365 administration.
• Endpoint management.
• IT Service Management (ITSM) tooling.
• Infrastructure technologies.
• Automation and scripting.
• Cyber security.

The extras you’ll get

We invest in our people and reward them for the commitment they make, we’ll offer you:

• A competitive salary and bonus scheme
• A generous pension and life assurance
• 25 days annual leave plus options to tailor to your circumstances
• An additional day off for your brithday
• 10 days additional leave for military reservists
• Up to 2 days of paid volunteering a year
• Individual Doctor@Hand healthcare cover
• Annual, tax free EOT bonus
• Genuine flexible working
• Work from home or our Bristol and Cambridge offices
• The latest secure tech
• Investment in personal development
• Vibrant social scene

Why Apache iX?

Our growing team brings a wealth of experience from across the defence and security sector, and we pride ourselves in delivering the highest quality services to our clients.

We do this by creating a culture and environment where the best people want to work. We believe your work life and personal life should be mutually beneficial, we hold regular social events to help bond us as a team, and we offer a genuinely flexible approach to working.

We are committed to fostering a diverse and inclusive workplace where all individuals feel valued and respected. We believe that diversity of thought, background, experience, and perspective enhances our ability to innovate and thrive as a team. We actively promote an inclusive culture that embraces differences and ensures equal opportunities for all.

We believe that if you are happy, cared for, and feel part of a team with purpose, you will be motivated to deliver an excellent service to our clients.

What to do next

If this role is for you, please go to our Contact page and complete the form. You’ll need to attach your up to date CV before pressing submit.

We respond to everyone, so we will be in contact shortly after you send us your form to let you know the outcome of your application.