Technical Support Specialist

Job Title:
Technical Support Specialist II

Duration: 6 months, potential for extension/FTE

Client is seeking a dynamic, hands‑on Level 2 Onsite Support professional to join our team in our corporate head office in Alpharetta. This role focuses primarily on supporting employees in our head office, while collaborating closely with colleagues across the USA. You’ll also work in partnership with Level 1 Service Desk teams and Level 3 specialists to deliver efficient, reliable IT support and stable operations.

This role is ideal for a developing support professional (typically 1–3 years’ experience
) who is eager to learn fast and grow quickly in a hands‑on, high‑volume onsite environment. We’re looking for someone with high learning agility who can ramp up rapidly, take ownership, and operate with pace while maintaining excellent customer service and ticket quality. About this role, we are looking for someone who is:

• A strong communicator who values teamwork and customer service
• Independent, reliable, and accountable, with excellent attention to detail
• Highly organised and able to prioritise effectively
• Process-oriented while still flexible and pragmatic in finding solutions
• Proactive in problem-solving, with a hands‑on approach to technical challenges

As a member of our global Infrastructure and Enterprise Services organisation (150+ professionals supporting 13,000+ employees globally), you will play a key role in ensuring the consistent delivery of high‑quality IT support services.

Provide Level 2 onsite/deskside support (walk-ups + ticket queue), supporting Windows and macOS laptops.

• Own device lifecycle activities: new hire provisioning, imaging/enrolment, swaps, repairs coordination, leaver recoveries, and stock control in line with process
• Support and administer endpoint management tooling:
• Windows:
  Autopilot/Intune build and deployment support
• macOS:
  Jamf Pro policies/profiles/app deployments and troubleshooting
• Troubleshoot productivity and collaboration tooling:
  Microsoft 365, Teams, Outlook, One Drive/Share Point
• Resolve identity and access issues:
  Azure AD / Entra , MFA, SSO, device compliance, access groups (including awareness of conditional access concepts)
• Support meeting rooms / AV (Teams Rooms and conferencing peripherals) and coordinate vendor escalation when needed
• Maintain high-quality ticket updates and documentation in Service Now
• Identify recurring issues, propose practical fixes, and contribute to knowledge articles / standard work

• Strong experience supporting macOS / Mac Books in a managed enterprise environment
• Experience using Jamf Pro (or similar Apple device management) to support deployments, configuration, and troubleshooting
• Experience supporting Windows endpoints in an enterprise environment, including Autopilot/Intune build & deployment
• Working knowledge of Azure AD / Entra  (identity/access troubleshooting, MFA/SSO basics, group access concepts)
• Strong customer-facing communication and an ownership mindset — proactive updates and end-to-end accountability
• Comfortable working onsite in a busy office environment

• Exposure to Ubuntu Linux (basic troubleshooting / command line familiarity)
• Basic networking fundamentals (Wi‑Fi, DNS, VPN troubleshooting)
• Endpoint security / compliance exposure (e.g., Defender, encryption, device compliance workflows)