IT Desktop Support Engineer (Freelance / Backfill)

About us:

We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 30+ years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents. Our clients and our talented people have always guided our basic strategy and direction; so much so that we named the company after our most basic principles. We are, and always will be, allied to our client's needs and objectives. Our team is at the heart of our business, and we are proud of each one of them. They are exceptional, and we are looking for more exceptional people to join us.

Key responsibilities:

• Provide Level 2 support for end-user devices, applications, and collaboration tools (onsite & remote)
• Troubleshoot and resolve escalated issues from L1 within defined SLAs
• Support Windows 10/11, macOS, and mobile platforms (iOS, Android)
• Manage and support Microsoft 365 ecosystem (Outlook, Teams, OneDrive, SharePoint)
• Administer Active Directory, Azure AD, and user lifecycle management
• Perform device provisioning using tools like Intune / Autopilot / SCCM
• Diagnose hardware issues and coordinate with vendors for repairs/replacements
• Support VPN, remote access, and hybrid work environments
• Maintain accurate ticket updates in ITSM tools (ServiceNow, Jira, etc.)
• Identify recurring issues and contribute to problem management
• Collaborate with L3 teams, infrastructure, and security teams
• Assist in IT projects, rollouts, and system upgrades
• Ensure endpoint security compliance (patching, antivirus, policies)

Behavioural skills required:

• Must have very good customer-facing skills and be well-presented
• Must have an assertive, confident, positive and professional manner
• Ability to engage and communicate effectively with colleagues and customers alike
• Demonstrates independent and proactive thinking
• Highly organised with the ability to adapt to different working environments seamlessly
• Builds effective relationships both within the team and across the business scope
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
• Must be able to work alone and unsupervised, taking the initiative when necessary
• Has an understanding and respect for service delivery processes

Technical skills required:

• Windows 10/11 troubleshooting, performance tuning, registry, policies
• macOS basic support and device troubleshooting
• Microsoft 365: Outlook, Teams, OneDrive, SharePoint, Exchange Online
• Azure AD (Entra ID): users, groups, MFA, SSO, conditional access
• Microsoft Intune: MDM/MAM, compliance policies, app deployment
• Autopilot: device provisioning and lifecycle management
• SCCM/MECM: imaging, patching, software deployment
• Active Directory: user admin, GPO, account management
• Networking: TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting
• Remote tools: RDP, TeamViewer, AnyDesk, Beyond Trust.
• VDI: Citrix Workspace, VMware Horizon
• Endpoint security: Defender, antivirus, BitLocker, DLP basics
• Patch management: OS and application updates
• Hardware: desktops, laptops, printers, peripherals
• PowerShell basics: automation and troubleshooting
• Log analysis: Event Viewer, system and performance logs
• ITSM tools: ServiceNow, Jira, Remedy
• Backup & recovery: user data and endpoints
• File systems: NTFS permissions, shared drives
• Basic server exposure: AD, DNS, DHCP, Group Policy.

Experience &Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent practical experience).
• Minimum 3-5 years’ experience in 1st and 2nd level Support, at least 3+ years at level 2