2nd Line Support Engineer (Remote)

Who we are

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.

About the role

Midland Computer Services has an opening for a 2nd Line Support Engineer (Remote). We want someone who stays calm with frustrated users and keeps good notes in the ticket. We are headquartered in London and have been hiring remotely since 2020. You will be employed through our employer-of-record partner in India, with a local contract and salary paid in Indian rupees. You will need to be available during UK office hours, at least until 3:00 PM GMT.

Your responsibilities

• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.
• Track hardware inventory and warranty status in the asset system.
• Write and update knowledge base articles for common problems.
• Connect remote users to VPN and troubleshoot access issues.
• Keep ticket notes and time entries up to date.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Escalate network, server and application problems to the right team with clear notes.
• Install and update approved software and remove anything unlicensed.

Qualifications

• 5+ years of help desk or desktop support experience.
• Customer service skills and patience with non-technical users.
• Experience with Active Directory user and group management.
• Working knowledge of Windows 10/11 and basic macOS support.

Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Benefits

• Annual salary review.
• Annual learning budget.
• Public holidays observed per your country.
• Two weeks of paid leave at year end.

Start: Flexible.

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