Technical Support Specialist II (Level 2 Onsite Support)

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 processSupport and administer endpoint management tooling:Windows: Autopilot/Intune build and deployment supportmacOS: Jamf Pro policies/profiles/app deployments and troubleshootingTroubleshoot productivity and collaboration tooling: Microsoft 365, Teams, Outlook, OneDrive/SharePointResolve identity and access issues: Azure AD / Entra ID, 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 neededMaintain high-quality ticket updates and documentation in ServiceNowIdentify recurring issues, propose practical fixes, and contribute to knowledge articles / standard workWhat we’re looking for (required)Strong experience supporting macOS / MacBooks in a managed enterprise environmentExperience using Jamf Pro (or similar Apple device management) to support deployments, configuration, and troubleshootingExperience supporting Windows endpoints in an enterprise environment, including Autopilot/Intune build & deploymentWorking knowledge of Azure AD / Entra ID (identity/access troubleshooting, MFA/SSO basics, group access concepts)Strong customer-facing communication and an ownership mindset — proactive updates and end-to-end accountabilityPractical hardware/peripheral troubleshooting (docks, monitors, mobile devices, etc.)Comfortable working onsite in a busy office environmentNice-to-haveExposure 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)