{"id":203303,"url":"https://alion.io/job/dentons-second-line-support-engineer-dentons-business-services-emea","title":"Second Line Support Engineer (Dentons Business Services EMEA)","company":{"id":96704,"name":"Dentons","domain":"dentons.com","url":"https://alion.io/company/dentons","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":83,"open_postings":49,"ghost_share":0.286,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Warsaw, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":50000,"period":"year","method":"role_country_seniority_unknown","sample_n":86},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-08-19T00:00:00Z","employer_posted_date":"2026-08-19","last_verified_at":"2026-10-27T06:00:37Z","board_verified":true,"closed_at":null,"days_open":69,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":69},"description":"Introduction\nDentons 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.\nAt 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.\nRole overview\nWe 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.\nThe 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.\nResponsibilities\nProvide second line technical support by handling assigned tickets and escalated cases from Service Desk Specialists, 3rd Line Engineers, Team Leaders, or stakeholders.\nAnalyze user problems or inquiries that were previously managed by 1st Line support and remain unresolved.\nEnsure thorough follow-through to resolution within agreed Service Level Agreements (SLAs).\nDeliver excellent customer service, enabling users to continue working effectively.\nInstill customer confidence by demonstrating understanding of their issues, maintaining prompt communication, and driving issues to satisfactory resolution.\nPerform root cause analysis where possible and collaborate with other teams to suggest satisfactory problem resolutions.\nSupport users across Microsoft cloud technologies, including Microsoft 365, Azure Active Directory (Entra ID), Exchange Online, and Azure Virtual Desktop (AVD).\nPropose changes and service improvements as needed.\nStay informed about changes within the IT environment.\nAdhere to local and regional IT operational standards.\nContribute to the Knowledge Base by creating new articles and updating existing ones.\nWork assigned shifts between 08:00-24:00, with the flexibility to work from home or office.\nRequirements\nTechnical Skills\nAdvanced understanding of IT principles, including hardware, software, networking, security, virtualization, cloud computing, and mobile devices.\nProficient 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.\nExperience supporting Microsoft 365 services such as Teams, SharePoint Online, and OneDrive.\nBasic awareness of Microsoft Intune and Azure environments is advantageous.\nPowerShell scripting and Windows Server Administration are desirable skills.\nExperience working with applications used by legal firms, including time capture, document comparison, and legal information systems.\nKnowledge of PC hardware setup and configuration, including printers and wireless devices.\nPersonal Skills & Attributes\nExcellent spoken and written English skills (desired C1/C2 level).\nHigh level of empathy, professionalism, and diplomacy.\nStrong team-working skills with a positive, “can-do” attitude.\nGood organizational and prioritization skills.\nHigh attention to detail.\nTask and resolution-oriented mindset.\nWillingness to develop further and grow within the IT industry.\nMinimum of 1-2 years of experience in a corporate IT environment, such as Help Desk, Service Desk, or Desktop Support.\nDesirable Certifications and Knowledge\nMicrosoft certifications such as MS-900: Microsoft 365 Fundamentals, AZ-900: Microsoft Azure Fundamentals, and MD-102: Endpoint Administrator Associate.\nFamiliarity with ITIL principles and service management practices.\nBenefits\nPrivate medical healthcare provided by Medicover \nMultiSport card \nBenefit Cafeteria system \nOption to join a private insurance plan \nAn additional day off for your birthday \nTailored learning & development opportunities \nHybrid work model with a modern office in Warsaw city center","description_format":"text","description_chars":4939,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Cafeteria","Hybrid work"],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[{"name":"Germany","iso":"DE"},{"name":"France","iso":"FR"},{"name":"Russia","iso":"RU"},{"name":"United Kingdom","iso":"GB"},{"name":"Austria","iso":"AT"},{"name":"Belarus","iso":"BY"},{"name":"Belgium","iso":"BE"},{"name":"Bosnia and Herzegovina","iso":"BA"},{"name":"Bulgaria","iso":"BG"},{"name":"Croatia","iso":"HR"},{"name":"Czech Republic","iso":"CZ"},{"name":"Denmark","iso":"DK"},{"name":"Finland","iso":"FI"},{"name":"Hungary","iso":"HU"},{"name":"Ireland","iso":"IE"},{"name":"Italy","iso":"IT"},{"name":"Montenegro","iso":"ME"},{"name":"Netherlands","iso":"NL"},{"name":"Norway","iso":"NO"},{"name":"Romania","iso":"RO"},{"name":"Serbia","iso":"RS"},{"name":"Spain","iso":"ES"},{"name":"Sweden","iso":"SE"},{"name":"Switzerland","iso":"CH"},{"name":"Ukraine","iso":"UA"},{"name":"Albania","iso":"AL"},{"name":"Andorra","iso":"AD"},{"name":"Estonia","iso":"EE"},{"name":"Faroe Islands","iso":"FO"},{"name":"Greece","iso":"GR"},{"name":"Iceland","iso":"IS"},{"name":"Isle of Man","iso":"IM"},{"name":"Kosovo","iso":"XK"},{"name":"Latvia","iso":"LV"},{"name":"Liechtenstein","iso":"LI"},{"name":"Lithuania","iso":"LT"},{"name":"Luxembourg","iso":"LU"},{"name":"Malta","iso":"MT"},{"name":"Moldova","iso":"MD"},{"name":"Monaco","iso":"MC"},{"name":"North Macedonia","iso":"MK"},{"name":"Portugal","iso":"PT"},{"name":"San Marino","iso":"SM"},{"name":"Slovakia","iso":"SK"},{"name":"Slovenia","iso":"SI"},{"name":"Svalbard","iso":"SJ"},{"name":"Gibraltar","iso":"GI"},{"name":"Vatican","iso":"VA"}],"relocation_offered":false,"industries":["Legal Services"],"lifecycle":[{"event":"open","at":"2026-09-04T23:10:31Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.551,"p_room":0.44,"age_days":69,"expected_fill_days":55,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/dentons-second-line-support-engineer-dentons-business-services-emea","json_url":"https://alion.io/job/dentons-second-line-support-engineer-dentons-business-services-emea.json","meta":{"generated_at":"2026-10-27T09:17:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10305,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":96704},"rest":"https://alion.io/mcp/rest/get_company?id=96704"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdentons-second-line-support-engineer-dentons-business-services-emea"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdentons-second-line-support-engineer-dentons-business-services-emea"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdentons-second-line-support-engineer-dentons-business-services-emea"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/dentons-second-line-support-engineer-dentons-business-services-emea\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdentons-second-line-support-engineer-dentons-business-services-emea"}]}