Apex Systems
Desktop Technician
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Job Title: L2- Desktop Support Technician – Night shift
Location:
Onsite in various locations in London area – Travel paid for
Shift:
Monday through Friday; Night shift (10 pm to 6 pm GMT) - need to be open to some weekends in the beginning
Duration:
Until December 31st with potential for extensions (PAYE position inside IR35)
Start Date:
28th of September
Pay:
£25 per hour
Principal Duties and Responsibilities:
The Desktop Support Technician - Level 2 provides advanced technical support for end-users, troubleshooting complex hardware, software, and network issues. This role involves resolving escalated support tickets, deploying IT systems, maintaining IT security, and collaborating with Level 1 support technicians and other IT teams to ensure seamless technology operations.
Responsibilities
- Provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
- Troubleshoot and resolve escalated hardware and software issues from Level 1 support.
- Install, configure, and upgrade operating systems and applications.
- Manage user accounts, permissions, and access controls in Active Directory and other identity management systems.
- Support network connectivity issues, including LAN, Wi-Fi, VPN, and remote access troubleshooting.
- Deploy and manage desktop imaging solutions for device rollouts and replacements.
- Assist in IT security initiatives, including antivirus management, encryption, and compliance adherence.
- Create and maintain technical documentation, procedures, and knowledge base articles for IT staff and end-users.
- Provide training and mentorship to Level 1 support technicians.
- Work closely with system administrators and network engineers to diagnose and resolve more complex IT infrastructure issues.
- Support IT asset management, ensuring proper tracking of hardware and software licenses.
- Participate in IT projects, system upgrades, and innovative technology rollouts.
- Ensure timely resolution of issues and meet service level agreements (SLAs).
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Qualifications & Skills:
Education:
Associate or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
Experience:
2+ years of experience in IT support, desktop support, or help desk roles, with a focus on troubleshooting and escalation.
Technical Skills:
- Proficiency in Windows and macOS operating systems.
- Strong knowledge of Microsoft 365, Active Directory, Group Policy, and Exchange.
- Experience troubleshooting and configuring network components such as DNS, DHCP, TCP/IP, and VPNs.
- Familiarity with remote desktop tools and IT ticketing systems (e.g., ServiceNow, Jira, or similar).
- Direct experience with imaging tools (e.g., SCCM, MDT, or Intune).
- Understanding of cybersecurity best practices, endpoint protection, and patch management.
- Basic scripting skills (PowerShell, Bash, or Python) are a plus.
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Soft Skills:
- Strong analytical and critical thinking skills.
- Excellent verbal and written communication skills.
- Ability to work independently and collaborate with cross-functional teams.
- Customer-focused mindset with an initiative-taking approach to issue resolution.
- Strong organizational skills and mindfulness.
Preferred Qualifications:
- Certifications such as CompTIA A+, ITIL Foundation, or similar.
- Experience with IT asset management and software deployment tools.
- Prior experience in an enterprise IT environment with structured ITIL-based processes.
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