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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # End User Support Engineer (L2/L3) - **Company:** nimbus - **Location:** Greater London, UK (Remote available) - **Experience:** Expert - **Salary:** £45,000.0 - £50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple IOS, Apple Mac Systems, Software Applications, JIRA, Software as a Service, Cloud Computing, Cloud Engineering, Collaborative Software, Cyber Security, Computer Networks, Multi-Factor Authentication, Infrastructure as a Service (IaaS), Identity and Access Management, Issue Tracking Systems, Inventory Management Software, Virtual Private Networks (VPN), Python (Programming Language), Local Area Networks, Local Security Policy, Platform as a Service (PAAS), Performance Tuning, Windows PowerShell, Role-Based Access Control, Remote Desktop Services, Cloud Services, Zero Trust Network Access, Single Sign-On, Software Deployment, Systems Integration, User Provisioning Software, Wi-Fi Technology, Scripting, Connectivity Problems, Microsoft InTune, Script Language, Slack, Patch Management, Casper Suite, SAP Ariba, Laptops, Gsuite, Airtable, User Accounts - **Published:** September 10, 2026 - **Apply:** https://www.collegerecruiter.com/job/2833342868-end-user-support-engineer-l2l3 ## About the Role The successful candidate will have extensive experience supporting predominantly Mac-based environments, strong troubleshooting capabilities, and a passion for delivering exceptional customer service whilst continuously improving processes and user experience., * Minimum 5 years' experience in a Level 2 or Level 3 End User Support, Workplace Technology or EUC support role. * Proven experience administering and supporting Google Workspace in a corporate environment. * Strong knowledge of Google Admin Console, user lifecycle management, security administration and compliance controls. * Experience supporting and administering Slack, Airtable and other SaaS collaboration platforms. * Strong MacOS administration and support experience in a predominantly Mac-based environment. * Experience supporting Windows 11, iOS and mobile devices. * Experience with MDM platforms such as JumpCloud, Iru (Kandji), Jamf, Intune or equivalent. * Strong understanding of Identity Access Management (IAM), Role Based Access Control (RBAC), Single Sign-On (SSO) and Multi-Factor Authentication (MFA). * Knowledge of ITIL service management principles and ticketing platforms. * Experience supporting AV and meeting room technologies. * Excellent troubleshooting, communication and stakeholder management skills. * Slack Administrator Certification. * Airtable Administrator Certification. * M365 Administration Experience. * Google Apps Script, PowerShell or Python scripting experience. * Experience supporting cloud identity platforms and Zero Trust security models. * ITIL Certification., * Customer-focused mindset with a proactive approach. * Ability to work independently and as part of a team. * Strong organisational skills and attention to detail. ## Description We are seeking a skilled and customer-focused End User Support Engineer (L2/L3) to join our growing Technology team. The successful candidate will act as a senior escalation point for complex end-user support issues, providing expert administration and support across Google Workspace, Slack, Airtable, endpoint devices, collaboration technologies, and cloud-based applications and services. The role combines technical troubleshooting, platform administration, service improvement, automation, and proactive maintenance to ensure a secure, reliable, and productive technology experience for all users., * Provide Level L2 & L3 technical support for Google Workspace environment (Gmail, Drive, Docs, Sheets, Meet, Calendar, etc.). * Diagnose and resolve issues related to user accounts, permissions, and integrations. * Assist with email routing, security settings, and compliance configurations. * Proficient in diagnosing issues with both Mac (OS & iOS) & PC devices * Administer and support Slack Enterprise and Airtable environments, including permissions, integrations, workflows and security settings. * Troubleshoot complex application, endpoint and cloud service issues across multiple technology platforms. * Support identity and access management solutions including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle management. * Collaborate with Engineering and Security teams to resolve cross-functional technical issues. User Assistance & Training: * Guide end users on best practices for Workspace tools. * Conduct robust onboarding and offboarding sessions and activities. * Develop and deliver training materials or sessions to improve adoption and productivity. Administration & Maintenance: * Manage user provisioning, group policies, and organisational units in Google Admin Console and MDM tool. * Monitor system health and security alerts; implement corrective actions. * Support mobile device management (MDM) and Single Sign-On (SSO) integrations. * Maintain and optimise device policies, application deployment, patch management and endpoint compliance. * Support the implementation and maintenance of automation, scripting and workflow improvements. * Administer SaaS platforms and integrations used across the organisation. * Work closely with the wider IT teams to resolve complex issues. * Maintain accurate documentation of processes, troubleshooting steps, and knowledge base articles. * Log and Track User Incidents, accurately document and categorise user-reported issues in the Jira SM ticketing system. * Provide timely resolution for technical Incidents & problems related to hardware, software, or network issues. * When necessary, elevate complex issues to higher-tier support or specialised teams. * Ensure that incidents are resolved efficiently and confirm that users are satisfied before closing tickets. The solution should be clearly documented in the ticket, along with a link to any KB articles. * Ensure all incidents, requests and problems are managed in accordance with ITIL best practices. * Meet agreed service level agreements (SLAs) and operational performance targets. * Identify trends through ticket analysis and proactively recommend service improvements. * Contribute to service reporting and continuous improvement initiatives. Hardware Support and Maintenance: * Install, configure, and deploy workstations, laptops, printers, phones, and other end-user devices. * Diagnose and resolve hardware issues, including problems with peripherals, malfunctioning systems, or defective components. * Able to perform regular patching, system updates, proactive maintenance and performance tuning across supported endpoints and infrastructure. * Supporting AV equipment for conferencing (Logitech & Yealink) Software Support: * Set up new software applications or assist with upgrades and patches to ensure users have access to the latest versions of critical software. * Resolve software malfunctions, crashes, or compatibility issues with operating systems, applications, or user configurations. * License Management, tracking software licenses and ensuring compliance with licensing agreements, renewing or allocating licenses as necessary. Network and Connectivity Support: * Capability to diagnose and resolve network connectivity issues, including LAN, Wi-Fi, VPN, and other network-related problems. * Ensure remote workers have proper access to company resources, including VPN setup, remote desktop tools, and cloud-based systems. * Provide expert assistance with setup, optimisation and ongoing management of modern cloud-based infrastructure (PaaS & IaaS environments) * Proficient in troubleshooting issues related to network printers, shared drives, and other shared IT resources. User Account and Access Management: * Competent in setting up new user accounts, assigning appropriate permissions and ensuring users have the correct access to systems and tools. Asset & Lifecycle Management: * Manage the full lifecycle of IT assets, including procurement, configuration, deployment, maintenance and retirement. * Maintain accurate asset records and inventory management systems. * Coordinate hardware refresh programmes and replacement schedules. * Ensure technology assets comply with organisational standards and policies. Vendor & Third-Party Management: * Liaise with technology vendors and service providers to resolve technical issues and manage escalations. * Coordinate support cases and track issues through to successful resolution. * Evaluate and recommend improvements to supported technologies and services. * Identify opportunities to automate repetitive administrative activities and support processes. * Develop and maintain scripts, workflows and automation solutions using tools such as Google Apps Script, PowerShell or Python. * Drive continual improvement initiatives that enhance service quality, stability and user experience. Senior Technical Escalation & Problem Management: * Act as the primary escalation point for complex L2 and L3 incidents and service requests. * Perform root cause analysis (RCA) on recurring incidents and implement permanent corrective actions. * Lead technical investigations and problem management activities to reduce repeat incidents and improve service reliability. * Support major incident management processes and contribute to post-incident reviews. * Mentor junior support engineers and share knowledge across the wider technology team. Security & Compliance: * Support security operations through the administration of MFA, endpoint security tools, device compliance policies and identity management platforms. * Participate in access reviews and audits to ensure compliance with company security standards. * Investigate and remediate endpoint vulnerabilities, security alerts and compliance issues. * Ensure adherence to BPSS, data protection and information security requirements. * Support security incident response activities where required. Success in this role will be measured through: * SLA achievement and ticket resolution performance. * Customer satisfaction and user feedback. * Incident reduction and root cause elimination. * Documentation quality and knowledge sharing. * Platform stability and operational excellence. * Contribution to automation and continuous improvement initiatives. ## Related Videos - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Leading Through Stagility: Human Capital Trends That Redefine Work](https://www.wearedevelopers.com/videos/1717-leading-through-stagility-human-capital-trends-that-redefine-work) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk)