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Advanced Support & Problem Management (Tier 2/3)
* Own and resolve complex, high-impact, and escalated support issues (L3) that cannot be resolved by Tier 1 staff.
* Perform Root Cause Analysis (RCA) for recurring incidents, developing and implementing permanent solutions across the organization.
* Provide specialized, discrete support for executive, VIP, and highly sensitive technical functions.
* Master and troubleshoot advanced issues related to operating systems, virtual desktop environments (VDI), complex application integrations, and specific line-of-business tools.
* Administer and maintain enterprise-level endpoint management tools such as Microsoft Endpoint Configuration Manager (SCCM), Microsoft Intune, or JAMF Pro for software deployment and patching.
* Develop, test, and deploy automated scripts (PowerShell, Python, or Bash) to streamline routine maintenance, provisioning, and configuration tasks.
* Manage and enforce security and group policies within Active Directory, Azure AD, and Okta for identity and access management.
* Oversee and standardize the configuration, deployment, and imaging process for all new hardware.
* Lead or execute major IT projects, including large-scale OS migrations, enterprise application rollouts, and infrastructure upgrades impacting the end-user environment.
* Act as the subject matter expert (SME) for desktop standardization, security compliance, and VDI management.
* Collaborate with Infrastructure and Security teams to test, validate, and roll out security patches and system changes.
* Serve as a technical escalation point and mentor for junior deskside and Service Desk team members, performing knowledge transfer and training.
* Lead the creation, review, and maintenance of high-quality Standard Operating Procedures (SOPs) and advanced troubleshooting guides.
* Communicate solution findings, project updates, and operational risks clearly and confidently to both technical stakeholders and executive leadership.
Required Qualifications
* Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
* Experience: Progressive experience providing high-level deskside, field, or end-user support in a corporate environment.
* Technical Skills:
* Expert proficiency in troubleshooting and managing large fleets of Windows (10/11) and macOS endpoints.
* Proven experience administering and leveraging a major endpoint management tool (SCCM, Intune, or JAMF).
* Advanced scripting skills (e.g., PowerShell or Python) for automation and task efficiency.
* Deep understanding of enterprise networking protocols, VPNs, and advanced security configurations.
* Expert knowledge of Microsoft 365/Office 365 administration and advanced troubleshooting.
* Soft Skills: Proven ability to lead small projects, excellent communication and documentation skills, and experience in mentorship or knowledge transfer.
* Physical Requirements: Ability to lift and move computer equipment up to 40 lbs and perform cable management tasks.
Preferred Qualifications
* Certifications: Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101), ITIL Foundation, or relevant certifications in networking or security (e.g., Network+, Security+).
* Experience administering virtualization technologies (e.g., VMWare Horizon, Citrix).
* Direct experience with cloud identity and synchronization services (e.g., Azure AD Connect).
* Experience managing executive communications and high-priority incidents.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
London, England, United Kingdom
£35,000 - £40,000
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