Global Support Engineer

Role Overview

The Global Support Engineer is responsible for delivering high-quality technical support across a global customer base, ensuring systems, users, and services remain operational and secure at all times.

This role operates within a structured support model, providing extended hours coverage and acting as a key escalation point between 1st line support and specialist engineering teams.

Key Responsibilities

• Provide 2nd line technical support across endpoints, infrastructure, and cloud platforms
• Act as an escalation point for Service Desk engineers, ensuring timely resolution of complex issues
• Monitor system alerts, dashboards, and tickets to proactively identify and resolve issues
• Support Microsoft 365, Azure, and Intune environments including identity, access, and device management
• Troubleshoot networking issues including VPN, DNS, routing, and connectivity problems
• Maintain and support remote monitoring and management (RMM) systems
• Carry out routine maintenance tasks including patching, updates, and system checks
• Assist with onboarding and offboarding of client environments and users
• Document resolutions, processes, and technical procedures clearly within the PSA
• Collaborate with Projects, Infrastructure, and Cyber teams when required
• Ensure adherence to SLAs, KPIs, and internal service standards
• Working Pattern & Coverage

The Global Support Engineer operates within a shift-based rota providing global coverage, aligned to business and client requirements.

Shift Structure:

Late Shift: 17:30 01:30 (BST) / 22:00 06:00 (IST, next day)

Key Principles:

Maximum of 40 hours per week per engineer

Annual leave and sickness covered by redistribution across the team

Handover between shifts is mandatory to ensure continuity of service

Key Skills & Experience

Technical Skills:

• Strong experience with Microsoft 365, including Exchange Online, Entra ID, and SharePoint
• Experience with Microsoft Intune and device management
• Solid understanding of Windows 11 environments
• Knowledge of Azure infrastructure and services
• Networking fundamentals including TCP/IP, DNS, DHCP, VPN
• Experience with RMM and PSA tools
• Familiarity with cyber security best practices and tooling

Soft Skills:

• Strong communication skills with clear spoken and written English
• Ability to troubleshoot methodically under pressure
• Customer-focused mindset with a proactive approach
• Strong organizational and time management skills
• Ability to work independently within a global team structure

Desirable Certifications

• Microsoft AZ-104 (Azure Administrator)
• Microsoft 365 certifications

Success Measures (KPIs)

• SLA adherence and ticket resolution times
• First-time fix rate for escalated incidents
• Customer satisfaction scores
• Quality and completeness of documentation
• Contribution to reducing repeat incidents