Second Line Support Engineer (Dentons Business Services EMEA)
HybridWarsaw, Mazovia, Poland
Job Summary
Handle escalated IT tickets and unresolved cases from Service Desk Specialists, bridging the gap between first-line support and third-line engineers. Analyze complex user inquiries across Microsoft 365, Azure Active Directory, Exchange Online, and Azure Virtual Desktop to perform root cause analysis and drive satisfactory resolutions within agreed Service Level Agreements. Collaborate with stakeholders to propose service improvements, update the Knowledge Base, and mentor less experienced Service Desk staff while adhering to regional IT operational standards. Work assigned shifts between 08:00–24:00 with flexibility for hybrid arrangements.
Required Qualifications
- Advanced understanding of IT principles, including hardware, software, networking, security, virtualization, cloud computing, and mobile devices
- Proficient in troubleshooting Windows 11, Active Directory, Azure Active Directory (Entra ID), Outlook/Exchange Online, VPN technologies, Azure Virtual Desktop (AVD), virtual machine solutions, and remote support tools
- Experience supporting Microsoft 365 services such as Teams, SharePoint Online, and OneDrive
- Minimum of 1–2 years of experience in a corporate IT environment, such as Help Desk, Service Desk, or Desktop Support
- Excellent spoken and written English skills (desired C1/C2 level)
- High level of empathy, professionalism, and diplomacy
- Strong team-working skills with a positive, “can-do” attitude
- Good organizational and prioritization skills
- High attention to detail
- Task and resolution-oriented mindset
- Willingness to develop further and grow within the IT industry
- Work assigned shifts between 08:00–24:00, with the flexibility to work from home or office
Desired Qualifications
- Basic awareness of Microsoft Intune and Azure environments
- PowerShell scripting and Windows Server Administration
- Experience working with applications used by legal firms, including time capture, document comparison, and legal information systems
- Knowledge of PC hardware setup and configuration, including printers and wireless devices
- Microsoft certifications such as MS-900: Microsoft 365 Fundamentals, AZ-900: Microsoft Azure Fundamentals, and MD-102: Endpoint Administrator Associate
- Familiarity with ITIL principles and service management practices
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