Overview
The 2nd Line Support Consultant will join a dynamic IT team on a 6-month contract, focusing on hands-on technical support within a busy end-user computing environment. The role involves resolving complex incidents, supporting various technologies including Windows and macOS, and contributing to ongoing projects and improvements. The consultant will take ownership of technical issues while collaborating with stakeholders to enhance overall service delivery.
Responsibilities
- Resolve complex escalated incidents and service requests.
- Troubleshoot issues with Windows, macOS, Microsoft 365, and end-user technology.
- Support identity and access management, including Entra ID, Active Directory, SSO, and MFA.
- Work with endpoint management platforms, including Intune and Jamf.
- Contribute to hardware refreshes, software deployments, and technical upgrades.
- Identify root causes of recurring issues and implement continuous improvement initiatives.
Requirements
- Proven experience in 2nd or 3rd Line Support.
- Strong troubleshooting skills in Windows 10/11 and macOS.
- Proficiency in Microsoft 365 administration and support.
- Experience with Intune and/or Jamf.
- Familiarity with Entra ID/Azure AD and Active Directory.
- Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi).
- Experience troubleshooting SSO and MFA issues.
- Excellent communication skills for stakeholder interaction.