Location: London (4–5 days/week in London, with occasional travel across UK client sites)
Type: Full-time
Published via: Emerald Talent Solutions
About the Role
Our client, a growing and global M365 technology consultancy, is looking for a 2nd Line Desktop Support Engineer to join their Managed Services team. This is a fantastic opportunity to work with cutting-edge Microsoft technologies, support diverse clients, and be part of a collaborative, high-performing team.
You’ll troubleshoot escalated IT issues, support Windows, iOS, and Android environments, and work closely with 1st and 3rd Line Support teams to ensure seamless service. This role is client-facing, predominantly based in London, and ideal for professionals passionate about delivering first-class IT support.
Responsibilities
• Troubleshoot and resolve escalated IT incidents within agreed SLAs
• Provide 2nd line support for hardware, software, and network issues
• Support Windows (virtual & physical), iOS, and Android devices
• Communicate technical solutions clearly to all end-users, including C-suite stakeholders
• Use ticketing systems (Freshservice, Zendesk) to log, track, and escalate incidents
• Assist with setup, configuration, and maintenance of office IT equipment
• Collaborate with 1st and 3rd Line Support teams to deliver seamless service
• Maintain accurate documentation of client configurations, procedures, and best practices
• Ensure compliance with company and client IT policies
Skills & Experience
• Minimum 2 years in a 2nd Line IT Support role
• Strong expertise in Windows 10/11 (expert), iOS, and Android support
• Technical proficiency with: M365 cloud services, EntraID / Azure Virtual Desktop (AVD) / Windows 365, Intune, Defender for Endpoint, Outlook, Teams, OneDrive, Office 365 applications
• Excellent customer service and communication skills across all levels of the organisation
• Microsoft certifications are desirable
• ITIL familiarity; certification highly desirable
Soft Skills
• Motivated self-starter with a can-do attitude
• Methodical, detail-oriented problem solver
• Personable, professional, and collaborative team player
• Able to manage deadlines and work under pressure
• Willingness to learn and take on new challenges
Diversity & Inclusion
Our client actively encourages applications from individuals with disabilities, offers practical support where required, and welcomes applicants from backgrounds traditionally underrepresented in tech. Diversity drives creativity and innovation — and they want you on their team.
Why Apply?
• Work with a fast-growing consultancy at the forefront of Microsoft technology
• Join a supportive and collaborative Managed Services team
• Exposure to diverse clients and complex IT environments
• Professional growth, learning opportunities, and a pathway to certification
Candidates must have at least 2 years experience working in a similar role and with the technologies listed in the Job Description. Candidates must also be willing to undergo backgrounds checks.
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