IT Support Engineer II

Job Description – IT Support Engineer II

Location: London, UK
Work Mode: Hybrid (3 days onsite, with remote flexibility)
Experience: 5–6 Years

Job Overview

We are looking for an experienced and customer-focused IT Support Engineer II to provide advanced technical support across global locations. The ideal candidate will have strong troubleshooting skills, hands-on experience supporting Windows and macOS environments, and expertise in enterprise IT tools and endpoint management solutions.

The role involves handling complex technical issues, managing escalations, supporting end users both onsite and remotely, and ensuring efficient IT service delivery across multiple time zones.

Key Responsibilities

• Provide Level 2 technical support for desktop hardware, printers, operating systems, software, and network connectivity issues.
• Deliver onsite and remote IT support to employees across global locations.
• Troubleshoot and resolve complex technical issues escalated from Level 1 support teams.
• Manage and prioritize support tickets through the IT Service Management (ITSM) platform, ensuring timely resolution and accurate documentation.
• Provide regular ticket updates and maintain clear communication with end users and internal technical teams.
• Install, configure, maintain, upgrade, and repair computer hardware and software.
• Configure, provision, and deploy laptops in a centrally managed IT environment.
• Support Windows and macOS devices, including device enrollment and management.
• Handle user access requests in accordance with organizational security policies and procedures.
• Troubleshoot email delivery, spam filtering, and quarantine-related issues.
• Identify hardware requiring replacement or upgrades and coordinate the necessary actions.
• Follow established IT support procedures and contribute to continuous service improvement.
• Follow up with employees to ensure issues are resolved and maintain a high level of customer satisfaction.
• Identify critical incidents and escalate urgent issues to the appropriate teams.
• Contribute to the enhancement and automation of the IT Helpdesk chatbot/BOT system.
• Provide support during critical incidents and respond promptly to business-impacting situations.
• Collaborate with global IT teams while working across different time zones.
• Ensure compliance with service desk processes, SLAs, and team performance targets.

Required Technical Skills

• Strong hands-on experience supporting both Windows and macOS environments.
• Experience in desktop support, IT service desk, and end-user computing.
• Working knowledge of Google Workspace (G Suite), Slack, Zoom, and ServiceNow.
• Experience with Okta for identity and access management.
• Hands-on experience with Zscaler.
• Experience supporting Proofpoint, including email delivery, spam filtering, and quarantine issues.
• Practical experience with Microsoft Intune and Jamf for device enrollment, configuration, and endpoint management.
• Strong knowledge of desktop hardware, peripherals, printers, and network connectivity troubleshooting.
• Experience handling Level 2 escalations and resolving complex technical incidents.
• Familiarity with ITIL processes, ticket management, and SLA-driven support environments.

Core Competencies

• Excellent troubleshooting and analytical problem-solving skills.
• Strong customer service and end-user support orientation.
• Excellent verbal and written communication skills in English.
• Ability to work independently and collaboratively within a global IT support team.
• Strong organizational skills with attention to detail and accuracy.
• Ability to prioritize tasks, manage multiple tickets, and work under pressure.
• Adaptability and willingness to learn new technologies and processes.
• Professional attitude, ownership, and accountability.
• Ability to work effectively in a fast-paced and dynamic environment.
• Self-motivated with the ability to take initiative and deliver results.

Experience & Qualifications

• 5–6 years of overall experience in IT support, desktop support, or end-user computing.
• Minimum 3 years of relevant hands-on experience in IT technical support.
• Proven experience providing Level 2 support in an enterprise IT environment.
• Experience supporting global users across multiple locations and time zones.
• Strong practical knowledge of Windows and macOS troubleshooting.
• Experience with enterprise collaboration, security, identity management, and endpoint management tools.
• Relevant IT certifications such as CompTIA A+, Network+, Microsoft, Apple, ITIL, or equivalent certifications will be an added advantage.