iXceed Solutions
Information Technology Support Specialist
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Technology Associate – IT Resources
L2 IT Support / Desktop Support & Asset Management
Location: Birmingham, UK
Working Pattern: Office-based, 4 hours per day
Working Days: 11 days per month
Schedule: Monday, Wednesday and Friday during the first half of the day
Contract: Inside IR35
Start Date: Immediate / ASAP
Role Overview
We are looking for an experienced L2 IT Support / Desktop Support professional to provide hands-on technical support to end users in a Birmingham-based environment.
The ideal candidate will have strong experience in L2 desktop and endpoint troubleshooting, combined with IT asset management and IT Service Management (ITSM).
This is not a pure Service Desk/L1 role. The successful candidate must be comfortable independently troubleshooting hardware, software and endpoint issues, supporting remote users, handling escalated incidents and managing IT assets throughout their lifecycle.
Key Responsibilities
L2 Desktop & Endpoint Support
- Provide L2 technical support for desktops, laptops, peripherals and end-user computing devices.
- Troubleshoot and resolve hardware, operating system, application and connectivity issues.
- Provide remote and onsite endpoint troubleshooting to end users.
- Diagnose and resolve Windows laptop/desktop issues.
- Troubleshoot VPN, Wi-Fi, network connectivity, printers and peripheral issues.
- Support Microsoft Office / Microsoft 365 and common enterprise applications.
- Handle escalated incidents from the Service Desk and provide timely resolution.
- Coordinate with L3 teams, infrastructure teams and third-party vendors where required.
Laptop Imaging & Device Deployment
- Perform laptop/desktop imaging, re-imaging and device provisioning.
- Install and configure operating systems, applications, drivers and required endpoint tools.
- Support software deployment and endpoint configuration.
- Assist with device refresh, replacement and deployment activities.
- Experience with SCCM/MECM, Intune or similar endpoint management tools is desirable.
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IT Asset Management
- Manage the complete lifecycle of IT hardware assets.
- Maintain accurate records of laptops, desktops, peripherals and other IT equipment.
- Handle asset allocation, handover, return, transfer and disposal activities.
- Maintain inventory and ensure asset records remain accurate and traceable.
- Support hardware audits and stock/inventory reconciliation.
- Update asset and configuration records/CMDB as required.
- Coordinate with vendors for hardware repairs, replacements and asset-related issues.
IT Service Management / ITSM
- Manage Incidents, Service Requests and Problem-related activities in line with ITSM processes.
- Work within agreed SLAs and ensure timely resolution of assigned tickets.
- Handle Service Desk escalations and provide L2 technical resolution.
- Maintain accurate ticket documentation and troubleshooting records.
- Support Change and Configuration Management activities.
- Update CMDB and relevant service/asset records.
- Assist with service reporting, SLA tracking and operational reporting.
- Identify recurring issues and contribute to continuous service improvement.
Service Continuity & Operational Support
- Monitor recurring hardware and endpoint issues and escalate where appropriate.
- Coordinate with vendor engineers for hardware breakdowns and technical issues.
- Support business continuity, disaster recovery and other assigned operational activities.
- Contribute to service improvement initiatives and process optimization.
Essential Skills & Experience
- Proven experience in L2 IT Support / Desktop Support / EUC / End User Computing.
- Strong hands-on experience troubleshooting Windows desktops and laptops.
- Strong experience with remote endpoint troubleshooting.
- Hands-on hardware and software troubleshooting experience.
- Experience handling Service Desk escalations.
- Strong understanding of ITSM / ITIL processes.
- Experience with Incident, Request and Problem Management.
- Practical experience in IT Asset Management and hardware lifecycle management.
- Experience with laptop imaging, deployment and re-imaging.
- Good understanding of CMDB / Configuration Management.
- Strong customer-facing and communication skills.
- Ability to work independently and resolve L2 issues without requiring extensive supervision.
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Desirable Skills
- ServiceNow or another ITSM platform.
- SCCM / MECM.
- Microsoft Intune / Endpoint Manager.
- Active Directory / Azure AD / Entra ID.
- Microsoft 365.
- VPN and network troubleshooting.
- Printer and peripheral troubleshooting.
- Endpoint security / antivirus tools.
- Hardware vendor coordination.
- SLA reporting and service performance management.
- BCP / DR / IT service continuity experience.
Ideal Candidate Profile
The ideal candidate will typically come from a background such as:
- L2 Desktop Support Engineer
- 2nd Line Support Engineer
- EUC Support Engineer
- End User Computing Engineer
- IT Support Engineer – L2
- Desktop Support Analyst
- IT Infrastructure Support Engineer
- End User Support Engineer
- Field Support Engineer with strong L2 desktop/endpoint experience
Important
Candidates whose experience is primarily L1 Service Desk, basic Helpdesk support or SCCM administration without strong hands-on endpoint troubleshooting are unlikely to be suitable.
We are specifically looking for candidates who can demonstrate strong existing L2 troubleshooting capability, rather than candidates who are looking to develop into an L2 role.
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