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…