About us:We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 30+ years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; so much so that we named the company after our most basic principles. We are, and always will be, allied to our client's needs and objectives. Our team is at the heart of our business, and we are proud of each one of them. They are exceptional, and we are looking for more exceptional people to join us.
Key responsibilities:
Provide Level 2 support for end-user devices, applications, and collaboration tools (onsite & remote)Troubleshoot and resolve escalated issues from L1 within defined SLAsSupport Windows 10/11, macOS, and mobile platforms (iOS, Android)Manage and support Microsoft 365 ecosystem (Outlook, Teams, OneDrive, SharePoint)Administer Active Directory, Azure AD, and user lifecycle managementPerform device provisioning using tools like Intune / Autopilot / SCCMDiagnose hardware issues and coordinate with vendors for repairs/replacementsSupport VPN, remote access, and hybrid work environmentsMaintain accurate ticket updates in ITSM tools (ServiceNow, Jira, etc.)Identify recurring issues and contribute to problem managementCollaborate with L3 teams, infrastructure, and security teamsAssist in IT projects, rollouts, and system upgradesEnsure endpoint security compliance (patching, antivirus, policies)
Behavioural skills required:Must have very good customer-facing skills and be well-presentedMust have an assertive, confident, positive and professional mannerAbility to engage and communicate effectively with colleagues and customers alikeDemonstrates independent and proactive thinkingHighly organised with the ability to adapt to different working environments seamlesslyBuilds effective relationships both within the team and across the business scopeMust be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practicesMust be able to work alone and unsupervised, taking the initiative when necessaryHas an understanding and respect for service delivery processes
Technical skills required:Windows 10/11 troubleshooting, performance tuning, registry, policiesmacOS basic support and device troubleshootingMicrosoft 365: Outlook, Teams, OneDrive, SharePoint, Exchange OnlineAzure AD (Entra ID): users, groups, MFA, SSO, conditional accessMicrosoft Intune: MDM/MAM, compliance policies, app deploymentAutopilot: device provisioning and lifecycle managementSCCM/MECM: imaging, patching, software deploymentActive Directory: user admin, GPO, account managementNetworking: TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshootingRemote tools: RDP, TeamViewer, AnyDesk, Beyond Trust.VDI: Citrix Workspace, VMware HorizonEndpoint security: Defender, antivirus, BitLocker, DLP basicsPatch management: OS and application updatesHardware: desktops, laptops, printers, peripheralsPowerShell basics: automation and troubleshootingLog analysis: Event Viewer, system and performance logsITSM tools: ServiceNow, Jira, RemedyBackup & recovery: user data and endpointsFile systems: NTFS permissions, shared drivesBasic server exposure: AD, DNS, DHCP, Group Policy.
Experience &Qualifications:Bachelor's degree in computer science, Information Technology, or related field (or equivalent practical experience).Minimum 3-5 years' experience in 1st and 2nd level Support, at least 3+ years at level 2