Second Line Support EngineerIsio''s IT department has 14 employees supporting 1,450 colleagues across 10 locations. The 2nd Line Support Engineer will be responsible for resolving queries and issues across Isio''s IT systems, including technical issues escalated from first line. The role may involve (but is not limited to) the following areas: Microsoft 365; Secure Web Gateway; Microsoft Azure AD; Virtual Machines; Microsoft Intune; Azure Virtual Desktops; network issues (Cisco Meraki); SOC incidents; SharePoint Online; and SaaS-based apps.The role requires the ability to interact with users of all abilities, support continuous improvement, and resolve critical issues while ensuring Isio''s solutions remain fit for purpose and meet (or exceed) the expectations of the business. The role also involves liaising with third parties and communicating with the wider Isio organisation.This role is based in our Manchester office with a hybrid working pattern and will also provide support to our Leeds office.What does the role entail?Provide 2nd line support to a user base of 1,450 colleagues via telephone, the service desk, and Microsoft Teams.Collaborate with the Head of Service Delivery and the Infrastructure Manager to resolve complex queries and issues relating to Isio''s IT applications.Coach and support IT colleagues to build capability so issues and queries can be resolved before escalation to 2nd line.Partner with other IT teams and wider Isio stakeholders to resolve issues an