Second Line Support Engineer (EMEA)

About the role

Dentons Business Services EMEA in Warsaw provides IT support to internal customers across the UK and the Middle East. The Second Line Support Engineer is an experienced member of the 2nd Line Support Team who escalates unresolved cases from the Service Desk, acts as a bridge to 3rd Line Engineers, supports less experienced Service Desk staff and works independently with minimal supervision.

Key responsibilities

• Handle assigned tickets and escalated cases from Service Desk Specialists, 3rd Line Engineers, Team Leaders or stakeholders.
• Analyse unresolved user problems and ensure resolution within agreed SLAs.
• Perform root cause analysis and collaborate with other teams on solutions.
• Support users across Microsoft 365, Entra ID, Exchange Online and Azure Virtual Desktop.
• Contribute to the Knowledge Base and propose service improvements.
• Work shifts between 08:00 and 24:00, with the option to work from home or the office.

Required profile

• Minimum of 1-2 years of experience in a corporate IT environment (Help Desk, Service Desk or Desktop Support).
• Excellent spoken and written English (C1/C2 desired).
• Empathy, professionalism, teamwork, organisation and attention to detail.
• Desirable: familiarity with ITIL and service management.

Required skills

• Windows 11, Active Directory, Entra ID, Outlook/Exchange Online, VPN, AVD and remote support tools.
• Basic Microsoft 365 support (Teams, SharePoint Online, OneDrive); Intune and Azure knowledge is an advantage.
• PowerShell and Windows Server administration desirable.
• Experience with legal firm applications and PC hardware setup.

What we offer

• Private medical healthcare through Medicover.
• MultiSport card and benefit cafeteria.
• Option to join a private insurance plan and an extra day off on your birthday.
• Tailored learning and development opportunities.
• Hybrid work model in a modern Warsaw city centre office.