Second Line Support Engineer (Dentons Business Services EMEA)

Dentons Business Services EMEA in Warsaw is the operational backbone supporting Dentons, the world's largest law firm, delivering services to clients across Europe, the Middle East, and Africa. The EMEA business services team provides support in finance, IT, human resources, marketing, and more.

• Advanced understanding of IT principles including hardware, software, networking, security, virtualization, cloud computing, and mobile devices.
• Proficient in troubleshooting Windows 11, Active Directory, Azure Active Directory (Entra ID), Outlook/Exchange Online, VPN, Azure Virtual Desktop (AVD), virtual machines, and remote support tools.
• Experience supporting Microsoft 365 services such as Teams, SharePoint Online, and OneDrive.
• Basic awareness of Microsoft Intune and Azure environments is advantageous.
• Desirable skills include PowerShell scripting and Windows Server Administration.
• Experience working with legal firm applications including time capture, document comparison, and legal information systems.
• Knowledge of PC hardware setup and configuration including printers and wireless devices.
• Excellent spoken and written English (desired C1/C2).
• High empathy, professionalism, diplomacy, team-working skills, and organizational abilities.
• Minimum 1–2 years experience in corporate IT environment such as Help Desk, Service Desk, or Desktop Support.
• Microsoft certifications such as MS-900, AZ-900, MD-102 are desirable.
• Familiarity with ITIL principles and service management practices.

• 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 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 to enable effective user work.
• Maintain prompt communication and drive issues to satisfactory resolution.
• Perform root cause analysis and collaborate with other teams for problem resolution.
• 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 and updating articles.
• Work assigned shifts between 08:00–24:00 with flexibility to work from home or office.