2nd Line Support Engineer

Midland Computer Services is a managed services provider with 510 employees, supporting more than 1,500 client organisations across the UK. Headquartered in London, the company has grown since 2007 by acquiring regional IT providers.

Role overview

The 2nd Line Support Engineer is the first point of contact for staff with computer, phone, printer and account problems. The company is based in London, the UK. The team is distributed across several countries. This is a full-time remote role. We use an employer of record in India, so you get a proper employment contract, not a freelance agreement. You will need to be available during UK office hours, at least until 3:00 PM GMT. A stable internet connection and a backup power option are required.

Responsibilities

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Keep ticket notes and time entries up to date
• Track hardware inventory and warranty status in the asset system
• Escalate network, server and application problems to the right team with clear notes
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint

Qualifications

• 5+ years of help desk or desktop support experience
• Working knowledge of Windows 10/11 and basic macOS support
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Experience with Active Directory user and group management
• Familiarity with Microsoft 365 admin tasks
• Customer service skills and patience with non-technical users

Preferred

• ITIL 4 Foundation
• Network+ or Microsoft MD-102 certification

Benefits

• Monthly internet allowance
• Paid parental leave
• Annual team retreat
• Co-working space stipend
• 24 days paid time off
• Performance bonus
• Home office setup budget

Candidates must be eligible to work in India.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Midland Computer Services.