Desktop Support Engineer

Sharp Brains Limited; Glasgow; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading IT support firm in the UK is seeking a Level 2 Support Specialist. This role involves providing technical support for desktop and laptop issues, managing Active Directory, and ensuring smooth operation of Microsoft 365 services. Candidates should have strong troubleshooting skills and a customer-focused mindset. Experience with ITSM tools and networking basics is essential. Join a dynamic team dedicated to enhancing workplace technology. This position offers growth opportunities and a collaborative environment.

Qualifications

• Strong experience in Level 2 desktop support or similar role.
• Solid knowledge of Windows OS (10/11).
• Experience with Active Directory (users, groups, GPO basics).

Responsibilities

• Provide Level 2 support for desktop, laptop, and peripheral-related issues.
• Handle escalated incidents and service requests from Level 1 support teams.
• Diagnose and resolve complex hardware, software, and OS-related issues.

Skills

Level 2 desktop support

Windows OS (10/11)

Active Directory

Microsoft 365 administration

Networking fundamentals

ITSM tools

Tools

ServiceNow

Jira

Remedy

Job description

Responsibilities

• Provide Level 2 support for desktop, laptop, and peripheral-related issues.
• Handle escalated incidents and service requests from Level 1 support teams.
• Diagnose and resolve complex hardware, software, and OS-related issues.
• Perform root cause analysis and implement permanent fixes where possible.
• Ensure incidents are resolved within agreed SLAs.

End-User & Workplace Support

• Support Windows 10/11 environments and standard corporate applications.
• Manage user accounts, permissions, and group policies in Active Directory.
• Provide support for Microsoft 365 services (Outlook, Teams, OneDrive, SharePoint).
• Assist with device setup, imaging, deployment, and replacement.
• Support printers, scanners, and other workplace peripherals.

Networking & Systems

• Troubleshoot basic network issues (LAN, Wi-Fi, VPN, DNS, DHCP).
• Assist with VPN and remote access issues for end users.
• Support mobile devices and endpoint security tools (e.g., Intune, antivirus).
• Document incidents, resolutions, and procedures in the ticketing system.
• Create and maintain knowledge base articles.
• Identify recurring issues and suggest improvements or automation.
• Collaborate with Level 3 teams and other IT departments when required.

Technical Skills

• Strong experience in Level 2 desktop support or similar role.
• Solid knowledge of Windows OS (10/11).
• Experience with Active Directory (users, groups, GPO basics).
• Hands-on experience with Microsoft 365 administration and support.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ITSM tools (ServiceNow, Jira, Remedy, etc.).

Soft Skills

• Excellent troubleshooting and analytical skills.
• Strong communication skills with technical and non-technical users.
• Ability to work independently and manage multiple tickets.
• Customer-focused mindset with attention to detail.

Nice to Have

• Experience with Intune / Endpoint Manager.
• Knowledge of PowerShell for basic scripting and automation.
• Exposure to SCCM, MDT, or device imaging tools.
• IT certifications (ITIL, Microsoft, CompTIA A+/Network+).