2nd Line Support

ABOUT MJ QUINN

MJ Quinn is a UK-based infrastructure services provider specialising in delivering comprehensive, end-to-end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management.

Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer-centric approach ensures efficient, reliable service delivery while maintaining our focus on building long-term, sustainable solutions.

At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.

Our Core Values

• People-Focused:
  We prioritise the well-being, growth, and success of our team and partners.
• Safety Always Matters:
  We are unwavering in our commitment to ensuring a safe environment for all.
• Operational Excellence:
  We strive for the highest standards of quality, efficiency, and continuous improvement.
• Sustaining Our Future:
  We are dedicated to delivering sustainable solutions that positively impact the environment and society.

Join MJ Quinn, where we combine innovation, expertise, and a values-driven culture to deliver excellence in every project.

DEPARTMENT OVERVIEW

The MJ Quinn Technology and Services Department support over 3000+ people across our platforms and workforce and locations. The Department has complete ownership of our Microsoft modern workplace solutions combined with Microsoft Dynamics.

JOB OBJECTIVE

The primary objective of the IT 2nd Line Support would be involved in all aspects of the IT support role for all our in-house-teams with a Primary Focus on Incidents and Problems escalated from the 1st Line Support team. The ability to work within a team as well as using your own initiative. This role requires, on occasion, travel to multiple locations.

KEY ROLES AND RESPONSIBILITIES

• To be available as a first point of coordination IT support requests by phone, email, ticket and on various MJQ Sites.
• To be responsible for providing IT support and timely ticket closures.
• Responsible for own SLA/KPIs
• To provide 1st line support to end users for Microsoft Office Solutions.
• To provide 1st line support to end users for hardware issues.
• To provide 2nd line support to end users for Microsoft Office Solutions and Azure Services.
• To provide 2nd line support to end users for hardware issues and network infrastructure issues.
• To build and deploy end users compute devices, network infrastructure devices such as Switches, Printers and Access Points
• Monitoring and Maintenance of on-premises servers
• To support and collaborate with other team members in the delivery of IT support services.
• To support escalation of incidents / problems to 3rd line support.
• To be fundamental in developing MJQ's working culture, its reputation, and values.
• To process regular reports from the ITSM Solution and Azure for trend analysis and problem identification
• To provide training and support to 1st Line IT staff and end-users on the use of Microsoft products and IT best practices.

PERSON SPECIFICAITON

• Experience with using and troubleshooting Outlook/Office 365 within a network environment (permissions, calendar sharing, and delegation)
• Advanced understanding of PC hardware set-up and configuration.
• Basic knowledge of Network Infrastructure hardware and topologies
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies (Windows 10/11).
• Strong knowledge of Microsoft Azure and 365 Platform, including Entra ID, Endpoint, Compliance, Conditional Access, Enterprise Apps and App Registration, SSO Integrations
• Basic knowledge of Dynamics 365
• Minimum of 2-3 years of experience in an IT support role, with a focus on Microsoft products.