Desktop Support Technician – L2 End‑User Support

About the role

The Desktop Support Technician provides Level‑2 technical assistance for end‑user devices and workplace IT services in a fast‑paced London office. You will resolve escalated incidents, manage desktop and laptop environments, and ensure compliance with service‑level agreements.

Key responsibilities

• Deliver L2 support for desktops, laptops, printers, mobile devices and peripherals.
• Troubleshoot Windows 10/11, Microsoft 365 suite (Office, Outlook, Teams, OneDrive, SharePoint), VPN, LAN/Wi‑Fi and Active Directory/Group Policy issues.
• Handle incidents escalated from L1 teams and coordinate with L3, vendors and infrastructure groups.
• Perform hardware installation, replacement, imaging and configuration using SCCM, Intune or similar tools.
• Manage user onboarding and off‑boarding, including device provisioning and de‑provisioning.
• Maintain IT asset inventory, lifecycle management and documentation.
• Process tickets in ServiceNow or Jira, ensuring SLA adherence.
• Provide VIP/executive support and maintain conference‑room AV equipment.

Required profile

• Strong problem‑solving abilities and clear communication with end users.
• Experience working in an ITIL‑oriented environment is preferred.
• Ability to work independently and collaborate with cross‑functional teams.

Required skills

• Windows 10/11 operating system.
• Microsoft 365 (Office, Outlook, Teams, OneDrive, SharePoint).
• Active Directory and Group Policy management.
• SCCM and/or Microsoft Intune.
• VPN and basic networking concepts (DNS, DHCP, LAN/WAN).
• Ticketing tools such as ServiceNow or Jira.
• Hardware installation, imaging and peripheral support.

What we offer

• Dynamic, global team with opportunities for career growth.
• Competitive salary and benefits package.
• Access to cutting‑edge technologies and continuous learning.