2nd Line Help Desk Engineer

We're looking for an experienced, self-sufficient 2nd Line IT Help Desk Engineer to take operational ownership of end-user IT support for our US region. Based on-site in Salt Lake City, you'll be the sole internal IT presence, supporting local users, keeping services stable day-to-day, and partnering with our Europe-based Digital Workplace and Security teams and third-party providers.

What You'll Do

• Act as the primary and sole internal IT contact for the US region, providing direct support to local users.
• Deliver hands-on, onsite deskside support in Salt Lake City, troubleshooting and resolving issues across the local environment.
• Diagnose and resolve incidents and service requests spanning Windows endpoints/peripherals, Microsoft 365 services, identity & access, and connectivity (VPN/Wi?Fi/local network).
• Log, manage, and resolve incidents in JIRA IT Service Management, ensuring accurate documentation and traceability.
• Identify issues requiring specialist input or project-level change and coordinate escalation to Europe-based Digital Workplace and Security teams.
• Provide local oversight and coordination for third-party delivered technical projects (scheduling/access/readiness, validating outcomes against scope, escalating risks/issues).
• Manage the operational relationship with the outsourced IT provider (task coordination, prioritisation, quality assurance, escalation/follow-up), aligned with global standards.
• Support onboarding/offboarding (device provisioning and access configuration) and maintain knowledge-base documentation to reduce repeat incidents., * Microsoft certifications (e.g., Endpoint Administrator, Modern Desktop, Identity).
• Exposure to security concepts such as MFA and Conditional Access.
• Experience supporting local delivery of globally managed IT projects, vendor governance, service quality assurance, or RACI-based models.

Why Join Us?

This role offers the rare opportunity to own the US IT environment end-to-end, while being fully supported by a global Digital Workplace team. You'll play a key role in ensuring operational stability, shaping local IT processes, and enabling business success across the region.

Ready to take the lead?

If you're a proactive, confident IT professional who enjoys autonomy and wants to be the trusted IT partner for our US operations, we'd love to hear from you.

• Proven experience in a 2nd Line IT Support (or equivalent) role.
• Strong hands-on troubleshooting experience with Windows laptops/desktops and peripherals.
• Strong support capability across Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive).
• Experience with Entra ID / Active Directory user, group, and access management.
• Experience with Intune device management, compliance, and endpoint troubleshooting.
• Network troubleshooting skills (VPN, Wi?Fi, authentication, local connectivity).
• Comfortable working in an ITIL-aligned service desk environment with excellent ticket discipline (JIRA ITSM).
• Confidence working independently with strong prioritisation, communication, and stakeholder management skills.
• Demonstrated experience coordinating/overseeing third-party IT providers and collaborating with globally distributed teams.