Second Line Support Engineer (Dentons Business Services EMEA)

Introduction

Dentons Business Services EMEA in Warsaw is the operational backbone of Dentons, supporting the world's largest law firm in delivering exceptional service to clients across Europe, the Middle East, and Africa. As a crucial component of Dentons' global network, our EMEA business services team plays a key role in driving efficiency, innovation, and collaboration.

At Dentons Business Services EMEA, we are committed to excellence in supporting legal professionals with cutting-edge solutions. Our dynamic and diverse team collaborates seamlessly to provide a wide range of services, including finance, IT, human resources, marketing, and more. We pride ourselves on fostering a culture of continuous improvement and adaptability.

Role overview

We are currently seeking a Second Line Support Engineer to provide IT support to internal customers throughout the UK and the Middle East. The 2nd Line Engineer is an experienced and integral member of the 2nd Line Support Team. This individual demonstrates exceptional attention to detail, a strong sense of ownership, professionalism, and is focused on resolving complex technical issues. The role requires proficiency with internal processes, procedures, and technologies relevant to their scope of work. Acting as a key escalation point, the 2nd Line Engineer bridges communication between the Service Desk and 3rd Line Engineers. Additionally, they provide guidance and support to less experienced Service Desk staff and are capable of working independently with minimal supervision.

The successful candidate is responsible for delivering assigned tasks and projects within agreed timelines and quality standards. They actively participate in technical initiatives and knowledge sharing across the team.

Responsibilities

• Provide second line technical support by handling assigned tickets and escalated cases from Service Desk Specialists, 3rd Line Engineers, Team Leaders, or stakeholders.
• Analyze user problems or inquiries that were previously managed by 1st Line support and remain unresolved.
• Ensure thorough follow-through to resolution within agreed Service Level Agreements (SLAs).
• Deliver excellent customer service, enabling users to continue working effectively.
• Instill customer confidence by demonstrating understanding of their issues, maintaining prompt communication, and driving issues to satisfactory resolution.
• Perform root cause analysis where possible and collaborate with other teams to suggest satisfactory problem resolutions.
• Support users across Microsoft cloud technologies, including Microsoft 365, Azure Active Directory (Entra ID), Exchange Online, and Azure Virtual Desktop (AVD).
• Propose changes and service improvements as needed.
• Stay informed about changes within the IT environment.
• Adhere to local and regional IT operational standards.
• Contribute to the Knowledge Base by creating new articles and updating existing ones.
• Work assigned shifts between 08:00-24:00, with the flexibility to work from home or office.

Requirements

Technical Skills

• 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.
• Basic awareness of Microsoft Intune and Azure environments is advantageous.
• PowerShell scripting and Windows Server Administration are desirable skills.
• 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.

Personal Skills & Attributes

• 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.
• Minimum of 1-2 years of experience in a corporate IT environment, such as Help Desk, Service Desk, or Desktop Support.

Desirable Certifications and Knowledge

• 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.

Benefits

• Private medical healthcare provided by Medicover
• MultiSport card
• Benefit Cafeteria system
• Option to join a private insurance plan
• An additional day off for your birthday
• Tailored learning & development opportunities
• Hybrid work model with a modern office in Warsaw city center