• Providing Level 2 support across hardware, software, systems, and network-related issues
• Acting as an escalation point for more complex incidents and service requests
• Managing and resolving tickets through to completion, ensuring a high level of customer service
• Supporting Microsoft-based environments including Windows, Microsoft 365, and Active Directory
• Assisting with remote connectivity, user access management, and device support

What We're Looking For

• Previous experience in a Level 2 Service Desk, Desktop Support, or IT Support role
• Strong troubleshooting skills across Windows environments, Microsoft 365, hardware, and networking
• Experience working within ITIL-based service management environments
• Exposure to Active Directory, user administration, and endpoint management
• Excellent communication skills and a genuine customer-first mindset
• Someone who takes ownership, enjoys solving problems, and is keen to continue learning