End User Support Engineer (L2/L3)

We are seeking a skilled and customer-focused End User Support Engineer (L2/L3) to join our growing Technology team. The successful candidate will act as a senior escalation point for complex end-user support issues, providing expert administration and support across Google Workspace, Slack, Airtable, endpoint devices, collaboration technologies, and cloud-based applications and services.

The role combines technical troubleshooting, platform administration, service improvement, automation, and proactive maintenance to ensure a secure, reliable, and productive technology experience for all users.

The successful candidate will have extensive experience supporting predominantly Mac-based environments, strong troubleshooting capabilities, and a passion for delivering exceptional customer service whilst continuously improving processes and user experience.

• Salary: £45,000 - £50,000 + bonus + benefits based on experience
• Onsite requirement 4 days per week at Central London Office Monday to Friday , 08:30 – 17:30
• Remote out of hours requirement cover (24/7/365) - shared rota.

Key Responsibilities:

Technical Support:

• Provide Level L2 & L3 technical support for Google Workspace environment (Gmail, Drive, Docs, Sheets, Meet, Calendar, etc.).
• Diagnose and resolve issues related to user accounts, permissions, and integrations.
• Assist with email routing, security settings, and compliance configurations.
• Proficient in diagnosing issues with both Mac (OS & iOS) & PC devices
• Administer and support Slack Enterprise and Airtable environments, including permissions, integrations, workflows and security settings.
• Troubleshoot complex application, endpoint and cloud service issues across multiple technology platforms.
• Support identity and access management solutions including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle management.
• Collaborate with Engineering and Security teams to resolve cross-functional technical issues.

User Assistance & Training:

• Guide end users on best practices for Workspace tools.
• Conduct robust onboarding and offboarding sessions and activities.
• Develop and deliver training materials or sessions to improve adoption and productivity.

Administration & Maintenance:

• Manage user provisioning, group policies, and organisational units in Google Admin Console and MDM tool.
• Monitor system health and security alerts; implement corrective actions.
• Support mobile device management (MDM) and Single Sign-On (SSO) integrations.
• Maintain and optimise device policies, application deployment, patch management and endpoint compliance.
• Support the implementation and maintenance of automation, scripting and workflow improvements.
• Administer SaaS platforms and integrations used across the organisation.
• Work closely with the wider IT teams to resolve complex issues.
• Maintain accurate documentation of processes, troubleshooting steps, and knowledge base articles.
• Log and Track User Incidents, accurately document and categorise user-reported issues in the Jira SM ticketing system.
• Provide timely resolution for technical Incidents & problems related to hardware, software, or network issues.
• When necessary, elevate complex issues to higher-tier support or specialised teams.
• Ensure that incidents are resolved efficiently and confirm that users are satisfied before closing tickets. The solution should be clearly documented in the ticket, along with a link to any KB articles.
• Ensure all incidents, requests and problems are managed in accordance with ITIL best practices.
• Meet agreed service level agreements (SLAs) and operational performance targets.
• Identify trends through ticket analysis and proactively recommend service improvements.
• Contribute to service reporting and continuous improvement initiatives.

Hardware Support and Maintenance:

• Install, configure, and deploy workstations, laptops, printers, phones, and other end-user devices.
• Diagnose and resolve hardware issues, including problems with peripherals, malfunctioning systems, or defective components.
• Able to perform regular patching, system updates, proactive maintenance and performance tuning across supported endpoints and infrastructure.
• Supporting AV equipment for conferencing (Logitech & Yealink)

Software Support:

• Set up new software applications or assist with upgrades and patches to ensure users have access to the latest versions of critical software.
• Resolve software malfunctions, crashes, or compatibility issues with operating systems, applications, or user configurations.
• License Management, tracking software licenses and ensuring compliance with licensing agreements, renewing or allocating licenses as necessary.

Network and Connectivity Support:

• Capability to diagnose and resolve network connectivity issues, including LAN, Wi-Fi, VPN, and other network-related problems.
• Ensure remote workers have proper access to company resources, including VPN setup, remote desktop tools, and cloud-based systems.
• Provide expert assistance with setup, optimisation and ongoing management of modern cloud-based infrastructure (PaaS & IaaS environments)
• Proficient in troubleshooting issues related to network printers, shared drives, and other shared IT resources.

User Account and Access Management:

• Competent in setting up new user accounts, assigning appropriate permissions and ensuring users have the correct access to systems and tools.

Asset & Lifecycle Management:

• Manage the full lifecycle of IT assets, including procurement, configuration, deployment, maintenance and retirement.
• Maintain accurate asset records and inventory management systems.
• Coordinate hardware refresh programmes and replacement schedules.
• Ensure technology assets comply with organisational standards and policies.

Vendor & Third-Party Management:

• Liaise with technology vendors and service providers to resolve technical issues and manage escalations.
• Coordinate support cases and track issues through to successful resolution.
• Evaluate and recommend improvements to supported technologies and services.
• Identify opportunities to automate repetitive administrative activities and support processes.
• Develop and maintain scripts, workflows and automation solutions using tools such as Google Apps Script, PowerShell or Python.
• Drive continual improvement initiatives that enhance service quality, stability and user experience.

Senior Technical Escalation & Problem Management:

• Act as the primary escalation point for complex L2 and L3 incidents and service requests.
• Perform root cause analysis (RCA) on recurring incidents and implement permanent corrective actions.
• Lead technical investigations and problem management activities to reduce repeat incidents and improve service reliability.
• Support major incident management processes and contribute to post-incident reviews.
• Mentor junior support engineers and share knowledge across the wider technology team.

Security & Compliance:

• Support security operations through the administration of MFA, endpoint security tools, device compliance policies and identity management platforms.
• Participate in access reviews and audits to ensure compliance with company security standards.
• Investigate and remediate endpoint vulnerabilities, security alerts and compliance issues.
• Ensure adherence to BPSS, data protection and information security requirements.
• Support security incident response activities where required.

Success in this role will be measured through:

• SLA achievement and ticket resolution performance.
• Customer satisfaction and user feedback.
• Incident reduction and root cause elimination.
• Documentation quality and knowledge sharing.
• Platform stability and operational excellence.
• Contribution to automation and continuous improvement initiatives.

Key Skills and Experience:

• Minimum 5 years' experience in a Level 2 or Level 3 End User Support, Workplace Technology or EUC support role.
• Proven experience administering and supporting Google Workspace in a corporate environment.
• Strong knowledge of Google Admin Console, user lifecycle management, security administration and compliance controls.
• Experience supporting and administering Slack, Airtable and other SaaS collaboration platforms.
• Strong MacOS administration and support experience in a predominantly Mac-based environment.
• Experience supporting Windows 11, iOS and mobile devices.
• Experience with MDM platforms such as JumpCloud, Iru (Kandji), Jamf, Intune or equivalent.
• Strong understanding of Identity Access Management (IAM), Role Based Access Control (RBAC), Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
• Knowledge of ITIL service management principles and ticketing platforms.
• Experience supporting AV and meeting room technologies.
• Excellent troubleshooting, communication and stakeholder management skills.
• Slack Administrator Certification.
• Airtable Administrator Certification.
• M365 Administration Experience.
• Google Apps Script, PowerShell or Python scripting experience.
• Experience supporting cloud identity platforms and Zero Trust security models.
• ITIL Certification.

Key Attributes:

• Customer-focused mindset with a proactive approach.
• Ability to work independently and as part of a team.
• Strong organisational skills and attention to detail.

Equal Opportunity Statement

We are committed to diversity and inclusivity.

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