Job Summary
We are seeking an experienced professional to provide advanced support for end-user hardware, software, and systems.
Key Responsibilities
* Advanced Support: Provide expert-level assistance for end-user hardware, software, and peripherals.
* Incident Resolution: Diagnose, resolve, and implement solutions for escalated incidents.
* Device Lifecycle Management: Manage end-user device lifecycle, including provisioning, imaging, and decommissioning.
* Operating System Administration: Administer Windows OS (10/11), Microsoft 365, and user accounts in Active Directory/Azure AD.
* Troubleshooting and Security: Troubleshoot network connectivity and enforce IT security policies (antivirus, patching, encryption).
* Collaboration: Collaborate with L3 teams on IT projects; document solutions and adhere to ITIL.
Required Skills & Experience
* L2 EUC Support Experience: Minimum 3-5 years of experience in L2 EUC support.
* Technical Expertise: Expertise in Windows 10/11, Microsoft 365, and Active Directory/Azure AD.
* Hardware and Network Troubleshooting: Proficient in hardware and network troubleshooting (TCP/IP, DNS, DHCP).
* Remote Support and Endpoint Management: Experience with remote support and endpoint management (Intune, SCCM).
Desirable Skills
* Scripting: Knowledge of scripting languages (PowerShell).
* Virtualisation: Experience with virtualisation technologies (VMware, Hyper-V).
* ITSM Tools: Familiarity with IT service management tools (ServiceNow, Jira).
* Security Practices: Understanding of security practices (MFA, endpoint protection).
* Cloud Environments: Experience with cloud environments (Azure, AWS).
* macOS Support: Familiarity with macOS support.
Education & Certifications
* Qualifications: IT/CS degree or equivalent experience; relevant certifications (e.g., CompTIA A+, Microsoft Modern Desktop Administrator) preferred.