L2 Desktop support hiring For UK Client on STL Digital Payroll

Role & responsibilities

Key Responsibilities

• Second-line support  Own escalations from the service desk; diagnose and

resolve complex endpoint, application, identity, and connectivity incidents remotely.

• Request fulfilment — Deliver technical service requests including software

deployment, device configuration, and access changes to SLA.

• Endpoint troubleshooting — Investigate Windows and macOS issues, profile and

policy problems, performance, and application faults to root cause.

• Identity & access — Administer Entra ID / Active Directory accounts, groups,

MFA, and shared mailboxes in line with security and JML policy.

• Remote tooling — Use remote support and endpoint management tooling (Intune,

JAMF, remote control) to resolve issues without a desk visit.

• Escalation & collaboration — Escalate to L3 specialists and vendors with full

diagnostics; own the ticket through to resolution.

• Knowledge & enablement — Produce knowledge articles and coach L1 analysts

to shift resolution left and reduce escalations.

• Problem management — Identify recurring issues and raise problem records;

drive permanent fixes with L3 teams.

• Asset & documentation — Maintain accurate asset, configuration, and ticket

records throughout the support lifecycle.

Essential Skills & Experience

• Proven second-line / desktop support experience in a global or regulated

environment.

• Strong hands-on troubleshooting of Windows 10/11 and Microsoft 365; working

knowledge of macOS.

• Hands-on Entra ID / Active Directory administration (accounts, groups, MFA,

Conditional Access basics).

• Experience with endpoint management tooling - Intune and/or JAMF - for policy,

apps, and remote actions.

• Solid understanding of networking fundamentals - DNS, DHCP, VPN, Wi-Fi, and

connectivity troubleshooting.

• Confident with ITSM tooling (Jira Service Management) and ITIL incident, request,

and problem management.

• Clear written and verbal communication, with strong customer service skills.

• Able to work to SLAs, prioritise competing incidents, and document clearly.

• ITIL Foundation and/or Microsoft 365 certification desirable.