2nd line Support Engineer

The successful candidate will act as a key point of contact for end users, providing technical support across Windows, Microsoft 365, mobile devices and corporate IT systems, ensuring a high level of service for both standard users and senior stakeholders., * Provide 2nd Line Desktop Support for end users within the organisation

• Deliver VIP/Executive support for senior stakeholders and leadership teams
• Troubleshoot hardware and software issues across Windows and Mac environments
• Support Microsoft 365 applications, including Outlook, Teams and SharePoint
• Manage device builds, upgrades and deployments for desktops and laptops
• Configure and support mobile devices (iOS/Android)
• Troubleshoot connectivity issues including WiFi, LAN and VPN
• Support peripheral devices including printers and scanners
• Maintain accurate service documentation and incident records
• Escalate complex technical issues to internal teams when required
• Build strong working relationships with users across the business

This is a highly customer-facing role, requiring excellent communication skills and the ability to deliver professional support within a busy office environment., * Windows 10/Windows 11 troubleshooting

• Microsoft 365 (Outlook, Teams, SharePoint)
• Desktop/Laptop deployment and support
• Active Directory user administration
• Mobile device support (iOS/Android)
• Basic networking knowledge (LAN, WAN, TCP/IP, WiFi)
• Printer and peripheral device support

Experience Required

• Minimum 5+ years' experience in an onsite IT Support/Desktop Support role
• Experience providing VIP/Executive user support
• Strong experience supporting Windows desktop environments
• Experience supporting Microsoft 365 applications
• Experience working in a corporate onsite support environment

Soft Skills

• Excellent communication and customer service skills
• Ability to support senior stakeholders and VIP users
• Strong troubleshooting and problem-solving abilities
• Ability to work effectively within a team environment
• Ability to adapt quickly to new technologies and tools