Key Responsibilities
Provide 2nd line support for end‑user computing, applications, and infrastructure issues across global offices
Resolve escalated incidents from service desk teams in line with agreed SLAs
Perform remote troubleshooting to minimise downtime and business disruption
Support and maintain Windows 10/11, Microsoft 365, Citrix environments, and mobile devices
Manage incidents and problem records using ITSM tools, identifying trends and root causes
Assist with system testing, upgrades, deployments, and global IT initiatives
Maintain clear documentation, technical guides, and knowledge articles
Escalate complex issues to senior support teams or vendors where required
Required Experience
3+ years' experience providing 2nd line IT support, ideally in a professional or corporate environment
Strong hands‑on experience with Windows OS, desktop/laptop hardware, and user profiles
Experience supporting Microsoft 365 (Exchange Online, Entra ID, Teams basics)
Working knowledge of Citrix, Active Directory, and endpoint management (Intune or similar)
Understanding of network fundamentals, printers, VPN connectivity, and AV systems
Familiarity with ITIL-based incident and problem management
Preferred Skills
Experience with patching or device management tools (e.g. SCCM, Tanium)
Basic Power Shell scripting
VPN support experience (e.g. Palo Alto, Cisco Any Connect)
