2nd Line Support Analyst

2nd Line EUC Support Analyst

Location:

Onsite based West London
Duration: 6 months
Day Rate £370-£400/DAY OUTSIDE IR35

Start Date:

ASAP

The 2nd Line EUCEngineer role involves supporting our client’s internal IT environment, which includes corporate and end-user computing systems. The role requires a highly autonomous technician capable of resolving complex technical issues efficiently. It is based in the UK with an immediate start. Role involves both face to face deskside support and remote support with key focus on Google workspace, Mac, M365 & OKTA (IAM).

• Strong commercial experience in a Level 2nd Line Support / EUC engineering role
• Demonstrable ability to work independently with minimal supervision
• Strong Windows troubleshooting skills
• Good macOS troubleshooting experience
• Experience supporting Microsoft 365 &Google Workspace environments
• Practical experience with Intune and/or Jamf
• Experience with Entra  / Active Directory
• Experience troubleshooting identity, SSO and MFA issues with good knowledge of OKTA
• Good understanding of endpoint security and device management
• Strong networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting
• Experience supporting users across multiple locations
• Experience working with third-party technology suppliers
• Strong incident ownership and problem-solving skills
• Excellent communication skills with both technical and non-technical users
• Ability to prioritise work according to business impact
• Excellent documentation and knowledge-transfer skills

The successful candidate will resolve escalated support tickets, troubleshooting hardware, operating systems, applications, peripherals, and connectivity issues for users at multiple locations. They will work closely with Level 1 and Level 3 engineers, providing technical guidance and updates throughout incident resolution. The role also involves supporting ongoing IT projects, delivering technical changes, and improving operational support processes. Success will be measured by reducing escalations, resolving incidents efficiently, and strengthening technical documentation.

• Take ownership of escalated incidents and service requests from the Level 1 Service Desk
• Diagnose and resolve complex Windows, macOS, and end-user technology issues
• Support users across corporate offices and remote locations
• Troubleshoot hardware, applications, peripherals, and connectivity issues
• Identify recurring incidents and collaborate to eliminate root causes
• Escalate issues appropriately to Level 3 engineers or third-party suppliers
• Maintain accurate ticket records, technical notes, and knowledge articles
• Support hands-on endpoint environment tasks, including device encryption, user permissions, and peripherals
• Support identity and access issues, such as troubleshooting MFA, SSO, and permissions
• Contribute to problem management by investigating root causes and suggesting permanent solutions
• Support and deliver IT projects including endpoint upgrades, software deployment, and security remediation

STRONG COMMUNICATION AND INTERPERSONAL SKILLS A MUST.