Job Description We are seeking an experienced and proactive IT Helpdesk Engineer to serve as a key escalation point for our technical support team. In this role, you will take ownership of the Microsoft ecosystem, ensuring the stability and security of our Office 365 and Active Directory environments. You will play a pivotal role in managing our mobile workforce using MDM solutions and providing high-level support to end users. The ideal candidate is not just a ticket-solver but a problem-solver who understands how identity management (AD) and endpoint management (MDM) work together. As a part of this role, you will be required to travel to both of MLL's sites in Marlow and Silverstone. Job Requirements Required Technical Skills Microsoft 365: Expert-level knowledge of the O365 ecosystem, specifically Exchange Online and Teams. Directory Services: Strong proficiency in Active Directory Domain Services (AD DS) and Azure AD/Entra ID (Hybrid environments). MDM: Proven experience deploying and managing devices via Microsoft Intune (Endpoint Manager) or similar enterprise MDM tools. Operating Systems: Deep knowledge of Windows 10/11 and mobile OS (iOS/Android). Networking Basics: Understanding of DNS, DHCP, TCP/IP, and VPN troubleshooting. Soft Skills & Competencies Communication: Ability to explain complex technical concepts to non-technical staff without jargon. Patience & Empathy: A strong customer-service mindset with a focus on user experience. Problem Solving: A logical approach to troubleshooting, looking for the root cause rather than just a quick fix. Autonomy: Ability to prioritise workload and manage projects with minimal supervision. Qualifications & Experience Experience: 3 years in an IT Support / Helpdesk role (Tier 2 level or equivalent). Education: Bachelor’s degree in IT, Computer Science, or equivalent experience. Certifications (Highly Desirable): Microsoft Certified: Modern Desktop Administrator Associate (MD-100/MD-101 or MD-102). Microsoft 365 Certified: Fundamentals (MS-900). CompTIA A / Network. Job Responsibilities Microsoft 365 & Office Suite Management Provide Tier 2/Tier 3 support for the full Microsoft Office suite (Word, Excel, Outlook, PowerPoint, Teams). Manage the Microsoft 365 Admin Centre, including user licensing, shared mailboxes, and distribution lists. Troubleshoot complex Outlook connectivity issues, calendar delegation, and Teams synchronisation problems. Assist in the administration of SharePoint Online and OneDrive for Business permissions and file recovery. Active Directory & Identity Management Perform daily administration of On-Premise Active Directory and Azure Active Directory (Entra ID). Manage user lifecycle: creating accounts, resetting passwords, and securely offboarding users. Maintain Group Policy Objects (GPOs) to ensure standardised configurations across the network. Manage security groups and file server permissions to adhere to the principle of least privilege. Mobile Device Management (MDM) Administer the corporate MDM environment (Microsoft Intune). Oversee the enrolment of company-owned mobile devices (iOS and Android) and Bring Your Own Device (BYOD) policies. Deploy mobile applications and enforce security policies (MFA, PIN codes, remote wipe). Troubleshoot mobile connectivity and synchronisation issues with Exchange Online. General Helpdesk & Hardware Diagnose and resolve hardware issues for laptops, and peripherals. Manage the IT ticketing system, ensuring incidents are resolved within agreed Service Level Agreements (SLAs). Create and maintain knowledge base documentation for common fixes and system configurations. Security & Endpoint Protection (Sophos Focus) Sophos Administration: Manage the Sophos Central console to oversee endpoint protection for all workstations and servers. Threat Response: Act as the first line of defence by monitoring and triaging alerts from Sophos Intercept X (e.g., malware detection, ransomware blocks, or suspicious behaviour). remediation: Isolate infected devices, perform deep scans, and execute remediation steps to ensure a clean bill of health before re-joining the network. Patching & Compliance: Ensure all endpoints are compliant with security policies, including BitLocker encryption status and OS patch levels. User Security: Assist with Multi-Factor Authentication (MFA) setup and help users identify and report phishing attempts. Job Benefits Pension Scheme Life Assurance Health & Dental Insurance Financial Wellbeing & Will Writing Wellbeing Support Programme (EAP) 25 Days Holiday & Holiday Buy Scheme Social Activities As a committed supporter of the Armed Forces Covenant and a holder of the Silver Award from the Employer Recognition Scheme, we actively foster a workplace culture that values the unique skills, dedication, and experience of Serving Personnel, Reservists, Veterans, and military families. MLL offers a flexible and supportive environment that honours their service, promotes inclusivity, and encourages career development within our organisation. MLL's Brand & Behaviours Accountability Builds Trust Accountability requires some kind of honest review to reflect how we are doing against our responsibilities. This is not simply about a contract or project plan, it is about a mindset, an air that is portrayed as 'we have got this!' Data Delivers Distinction We need people to think in a ‘data is valuable’ kind of way, not just for efficient operations but also for winning in the market. This is not some mechanical thing, it is a way of thinking, of seeing the world. Challenging for Change We want people who want to challenge the status quo. Delivering Excellence This belief stems from being accountable to one another. Having confidence in our data enables us to be accountable. And being prepared to challenge means we don't settle for mediocre.