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)
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
Autopilot: device provisioning and lifecycle management
Active Directory: user admin, GPO, account management
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
#J-18808-Ljbffr
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)
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
Autopilot: device provisioning and lifecycle management
Active Directory: user admin, GPO, account management
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
#J-18808-Ljbffr
Desktop Support Engineer (Freelance / Backfill) Arbeitgeber: Allied Worldwide
Als Arbeitgeber bieten wir Ihnen die Möglichkeit, in einem dynamischen und unterstützenden Umfeld zu arbeiten, das auf Teamarbeit und kontinuierliches Lernen setzt. Unsere Unternehmenskultur fördert die persönliche und berufliche Entwicklung, während wir gleichzeitig flexible Arbeitsbedingungen und eine positive Work-Life-Balance unterstützen. Mit Zugang zu modernsten Technologien und einem engagierten Team sind Sie bestens gerüstet, um Ihre Fähigkeiten als Desktop Support Engineer weiterzuentwickeln und einen bedeutenden Beitrag zu leisten.
