Role Overview

We are seeking a Second Line Support Analyst to provide advanced technical support for our events technology platform and wider business systems. This role will focus heavily on Microsoft and Google products, supporting internal teams and event stakeholders in a fast-paced, live events environment.
You will act as an escalation point from First Line Support, owning more complex incidents and problems, and working closely with third line and engineering teams to ensure reliable, secure, and high-performing systems before, during, and after live events.

Key Responsibilities

• Act as the primary escalation point for First Line Support for platform and system-related issues
• Provide second line support for Microsoft and Google environments, including:
  
  • Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
  • Azure Active Directory / Entra ID (user access, SSO, MFA)
  • Google Workspace (Gmail, Drive, Calendar, user management)
• Troubleshoot complex issues related to identity, access management, permissions, and integrations
• Support platform authentication, SSO, and user provisioning across Microsoft and Google ecosystems
• Monitor system health and respond to incidents during live events and peak periods
• Manage incidents, problems, and changes in line with ITIL best practices
• Escalate issues to third line, vendors, or platform engineers with clear technical detail
• Support onboarding/offboarding processes and access management for staff, contractors, and event partners
• Contribute to root cause analysis and post-event reviews following incidents
• Maintain and improve technical documentation and knowledge base articles
• Support platform upgrades, configuration changes, and security improvements

Skills & Experience

• Proven experience in a Second Line Support, Desktop Support, or Technical Support role
• Strong hands-on experience with Microsoft 365 and Google Workspace administration
• Experience with identity and access management (Azure AD / Entra ID, SSO, MFA)
• Solid troubleshooting skills across cloud-based productivity platforms
• Experience using ticketing and incident management tools (e.g. Jira Service Management, Zendesk, ServiceNow)
• Ability to work calmly under pressure in live or time-critical environments