2nd Line Engineer - Support

Klipboard provides specialist software, services and support to deliver fully integrated trading and business‑management solutions to companies worldwide. With deep expertise in ERP/SaaS solutions, we serve clients ranging from wholesalers and distributors to merchants and retailers of all sizes.

Our mission is to design and deliver high‑performance, integrated ERP solutions that enable customers to source effectively, stock efficiently, sell profitably and service competitively.

We are looking for a 3rd Line Support Engineer to join a dynamic team and provide exceptional technical support to a global client base.

Key Responsibilities

• Provide high‑quality support for incidents and service requests raised through our Service Desk, working with technologies such as Active Directory, Entra DS, Group Policy, Intune, Exchange Online, Windows Server, and Remote Desktop Services/Azure Virtual Desktop.
• Respond to monitoring alerts for Microsoft Azure IaaS/PaaS/SaaS services, network connectivity and Microsoft 365 services to proactively address potential issues.
• Investigate and resolve security alerts for Microsoft 365 users and Azure workloads, addressing concerns such as user account security, suspicious activity, antivirus alerts and EDR notifications.
• Review, install and test security and application updates, leveraging automation to maintain and improve customer environments.
• Ensure the operational integrity, performance and security of customer cloud‑based services through proactive monitoring and expertise.
• Collaborate with customers and internal teams to implement migrations and deliver solutions tailored to customer requirements.
• Maintain regular communication with customers via Service Desk tools, email and Teams meetings.

Working Arrangements

• Hybrid working model: 2 days remote, 3 days in the Bromsgrove office.
• All necessary equipment for home working will be provided.
• Shift pattern includes:
  • Week 1: 6:30 AM to 3:00 PM
  • Week 2: 9:00 AM to 5:30 PM
  • Week 3: 10:00 AM to 6:30 PM
  • Week 4: 1:30 PM to 10:00 PM
• On‑call responsibilities (paid per rotation) and occasional out‑of‑hours work (incl. paid overtime).

Candidate Profile

• Effective communicator who prioritises customer satisfaction.
• Strong interpersonal skills to collaborate with team members and customer IT representatives.
• Previous experience in a Service Desk environment with the ability to manage and prioritise tasks effectively.
• Enthusiastic about learning new skills in cloud computing, IT security and Microsoft solutions, and pursuing relevant certifications.
• Detail‑oriented approach to problem‑solving and task execution.

Skills, Knowledge and Experience

• Proficiency in traditional Microsoft Windows Server solutions, including:
  • Active Directory and Group Policy
  • File and Print services
  • Remote Desktop Services
  • PowerShell scripting (other scripting languages such as Bash, Python etc. are also beneficial)
• Fundamental knowledge of TCP/IP networking, VPNs and network connectivity.
• Experience administering Microsoft 365 services (Email, OneDrive, Teams, SharePoint).
• Experience administering Entra DS (standalone and hybrid).
• Experience administering Azure Virtual Desktop, Azure vNETs & Azure Storage Accounts.
• Understanding of IT security practices and tools (e.g., Antivirus, Email Filtering, Web Filtering, RBAC).

Required Experience

• Previous experience within a 3rd Line role is extremely desirable.
• Active Microsoft Azure & 365 certifications are extremely desirable.
• Previous experience within an MSP environment is preferred.
• Active Directory: 3 years.
• Microsoft Windows Server: 3 years.
• IP networking: 2 years.
• Azure resource and infrastructure (VMs, vNETs, Storage Accounts, etc.) administration: 1 year.
• Entra DS Administration: 3 years.
• Microsoft 365 administration: 3 years.

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity and inclusion are integral to our culture.

If you require any help, adjustments and/or support during the interview and offer process, please advise our TA or HR team.