2nd Line Support Technician - #2187907

About us

VPZ is the UK’s number one vape retailer. Since opening our first store in Edinburgh, we've expanded to 200 locations across the UK and we're not stopping there. We are known for setting and driving the standards within the vape industry, this is a great chance to join us as we continue to grow.

About the Role

You will be taking ownership of technical issues, investigating root causes and proactively recommending improvements to prevent recurring problems. Providing timely and effective first and second line IT support for desktop, laptop, mobile devices, Microsoft 365 services and business applications. You will be supporting both onsite and remote users.

Salary £37,000 to £42,000 per annum

Core Responsibilities

• IT Support: Deliver 1st and 2nd-line support for hardware, software, and mobile devices (onsite and remote) via an IT service management (ITSM) ticketing system.
• Microsoft 365 Administration: Administer and troubleshoot M365 services, including Entra ID, Exchange Online, SharePoint Online, Teams, and OneDrive.
• User & Access Management: Manage onboarding/offboarding, user accounts, permissions, licensing, and Multi-Factor Authentication (MFA).
• Device Provisioning: Configure and deploy Windows devices using Microsoft
• Intune and Windows Autopilot.
• Process Improvement: Assist with basic Power Automate workflows, maintain documentation, and collaborate with stakeholders on technical improvements.

Essential Technical Skills

• Microsoft 365 & Cloud: Strong working knowledge of the M365 Admin Centre, Entra ID, Exchange Online, SharePoint, OneDrive, Teams, and standard Office apps.
• Endpoint Management: Proficiency with Windows 11 administration, Microsoft Intune, mobile device support (iOS/Android), and hardware diagnostics.
• Networking & Security: Basic understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi) and endpoint security (Microsoft Defender, device encryption).
• Scripting & Tools: Familiarity with remote support tools and basic PowerShell for automation and troubleshooting.

Experience & Background

• Support Experience: Previous hands-on experience in a 1st/2nd-line IT support role managing both remote and onsite users.
• Admin Experience: Demonstrated practical experience administering Microsoft 365 tenants (Entra ID, Intune, Exchange, SharePoint).
• Customer Service: Strong communication and interpersonal skills, with a track record of delivering excellent customer service and maintaining clear ticket documentation.
• Problem Solving: Ability to follow structured troubleshooting methods, investigate root causes, and proactively prevent recurring issues.

Please ensure you apply with an up-to-date CV.

Applicants must be 18 years old or above, any subsequent job offer is subject to pre-employment screening and right to work checks.