2nd Line Desktop Support (MCP, Comp TIA + Security MCP)

2nd Line Desktop Support (MCP, Comp TIA + Security MCP in either Window, AD or SCCM.) – London

Contract Duration: 1 year

Rate: 200 – 250 per day (inside of IR35)

4 days onsite / 1 day remote

We are seeking a skilled and motivated Second Line Desktop Support and Design Engineer to join our dynamic team. The candidate should have excellent desktop skills for Windows platforms, patch management, desktop, and server security.

Networking and server skills would also be desirable as is a desire to provide exceptional customer service. The role is within a small team and hence will also include a wide range of operational and some administration activities.

This role is primarily based in our Paddington office, with some flexible working days.

Responsibilities:

• Responsibility for managing all desktop, laptops and mobile devices. Ensuring all devices are operating at optimal performance, fully patched and operating with minimal security risks and exposure.
• Provide second line support for desktop-related issues, including hardware, software, and network troubleshooting.
• Collaborate with first line support to ensure seamless issue resolution and excellent customer service.
• Respond to and resolve escalated support tickets in a timely and efficient manner.
• Design and implement desktop solutions and configurations to meet business requirements.
• Assist in the deployment and maintenance of desktop hardware and software.
• Conduct regular system updates, patches, and backups to ensure system integrity and security.
• Document support processes, solutions, and configurations for future reference.
• Provide training and guidance to end-users on best practices and new technologies.
• Participate in the planning and execution of IT projects related to IT infrastructure.
• Administration of IT requests including access management, starter, break-fix, leaver processes, hardware, and software procurement.
• IT asset and stock management, organisation of warranty repairs and tracking/reporting on IT equipment.
• Attending and contributing to weekly service management reviews.
• Installation of software and company configuration onto all company computers.
• Assist with testing of security patches, IT changes and new software packages before deployment into the production environment.
• Assist with project work or high priority incidents – including some out of hours work.
• Create and update documentation for user guides and systems.
• Manage storage solutions, including operation and audit usage.
• Stay updated with the latest industry trends and technologies to continuously improve support services.

Behaviours:

• Dynamic and committed to providing the best service possible.
• Must be a team player and pro-active.
• Good (internal) customer facing skills and ability to communicate at all levels.
• Must be able to embrace new technologies and quickly adapt to change.
• Good organisational skills and an eye for detail.
• Excellent problem-solving and analytical skills.

Skills, Knowledge and Experience:

• Strong knowledge of Windows desktop operating systems.
• Experience in desktop design and deployments.
• Experience with desktop, server, and network security.
• Experience with desktop hardware troubleshooting and repair.
• Experience with virtualization technologies.
• Experience with Microsoft back-office services including Active Directory, SCCM and Microsoft Cloud Services.
• Familiarity with network protocols, configurations, routing, firewalls, and switches.
• Experience of supporting Android, iPhone, Apple Mac.
• Experience in patch management and system updates.
• Desktop security certifications ideally around Microsoft Defender.
• Broad knowledge of current IT technologies.
• Experience with virtualization technologies (e.g., VMware, Hyper-V).
• Experience with remote desktop support tools and techniques.
• Proficiency in PowerShell or other automation tools.
• Experience with cloud platforms beyond Microsoft, such as AWS or Google Cloud.
• Project management skills.
• Soft skills like communication, time management, and customer service.
• Experience with endpoint management solutions (e.g., Microsoft Intune).
• Knowledge of cybersecurity best practices and compliance.
• Service desk and problem-solving experience.
• Knowledge of ITIL practices and frameworks.
• Proven experience in a second line desktop support role.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus.