2nd Line Support Specialist - IT Solutions

Ready to take your IT support expertise to the next level? Join a global team as a 2nd Line IT Support Specialist, where you'll provide technical support to end-users both remotely and on-site. You’ll troubleshoot hardware, software, and IT system issues while collaborating with global teams to resolve incidents efficiently. Success in this role requires strong communication skills, ITIL knowledge, and experience with tools like ServiceNow or Manage Engine.

You’ll support Windows 10/11, macOS, Active Directory (AD), Azure AD, and Office 365 (Teams & Exchange), while managing MDM and on-site printing. You'll troubleshoot escalated Helpdesk issues using your strong technical expertise in AD, Azure, and Office 365.

Key Responsibilities:

• Operate both independently and collaboratively under minimal supervision.
• Provide 1st and 2nd line support for hardware and software issues, both on-site and remotely.
• Partner with global support teams to resolve incidents and manage IT requests in a 2nd line capacity.
• Follow ITIL methodology to prioritize, log, track, and resolve issues within agreed timelines.
• Leverage ITSM tools such as ServiceNow and Manage Engine to manage incidents and service requests effectively.
• Execute tasks as directed by your line manager, including contributing to technical migrations and IT platform transitions.
• Support and maintain video conferencing systems on-site.
• Identify recurring issues and propose system improvements.
• Create and update technical documentation regularly.
• Troubleshoot and resolve issues on Windows and macOS devices.
• Utilize Intune and Jamf for device management.
• Provision and deprovision user accounts across business systems.
• Install, maintain, and support new hardware, software, and systems.
• Implement IT change-related activities, including hardware/software configurations.
• Support various software applications used within the organization.
• Contribute to a robust knowledge base to empower end-user self-service.
• Maintain computing, network, and office equipment.
• Escalate unresolved issues to the appropriate teams.
• Occasionally travel to other sites and offices (<10%).
• Represent the Technology & Systems Teams as a visible and approachable resource.

Qualifications:

• Minimum of 2 years’ experience in a similar helpdesk environment.
• Exceptional customer service and communication skills (written and oral).
• Proficient across various technologies and ITIL methodologies; ITIL certification preferred.
• Technical certifications (e.g., CompTIA A+, Network+) are a plus.
• Familiarity with Agile methodologies is advantageous.
• Strong knowledge of Active Directory, Azure Active Directory, Office 365, cybersecurity, antivirus, and firewalls.
• Experience with ITSM tools like ServiceNow or Jira.
• Solid problem-solving and analytical skills with a focus on root cause analysis.
• Experience working in global enterprise organizations and with international service providers.
• Skilled in remote desktop applications and help desk software.
• Ability to diagnose and troubleshoot technical issues while providing clear, step-by-step guidance.
• Strong organizational skills to prioritize and execute tasks in high-pressure situations.

Duration: 12 Months 

Day rate: £375PD - £450PD 

Determination: Outside IR35