L2 Desktop Support Technician

As an L2 Desktop Support Technician, you will provide onsite technical support across hardware, software, Microsoft technologies, endpoint management, networking, and customer IT environments. The role is primarily focused on BAU support and technical troubleshooting, with approximately 25% of your time dedicated to IT projects and technical improvements.,

• Provide L2 desktop and onsite IT support to end users.
• Manage incidents and service requests through ServiceNow, including Digi Bar, S&C and roadmap activities.
• Troubleshoot and support Windows 10/11, PCs, laptops, customer hardware and approved applications.
• Set up, configure and support Microsoft Teams Rooms (MTR).
• Support scanners, Managed Print Solutions and retail IT environments.
• Provide support for factory IT systems and related processes.
• Troubleshoot basic network and connectivity issues, including TCP/IP, DNS, DHCP, VPN and VLAN-related issues.
• Support endpoint management activities, including Intune/Autopilot or equivalent MDM, imaging and patching.
• Provide basic Active Directory administration, including users, groups, GPOs and troubleshooting.
• Support Microsoft 365 technologies, including Exchange Online, Teams, SharePoint and licensing.
• Use remote support tools such as RDP, screen sharing and remote assistance.
• Triage, resolve and escalate incidents appropriately, distinguishing between L2 and genuine L3 issues.
• Maintain clear and structured ticket documentation so that escalated issues can be picked up efficiently.
• Participate in IT projects and technical improvements.
• Provide occasional on-call support when required.
  
  Essential
• 2-4 years of demonstrable hands-on IT support experience, ideally with progression from 1st Line Support.
• Previous experience in L2 Desktop / IT Support.
• Strong knowledge of Microsoft technologies and Windows 10/11.
• Experience supporting end-user hardware, MDM and Microsoft Teams Rooms.
• Good understanding of desktop troubleshooting and basic networking.
• Familiarity with ticketing systems such as ServiceNow, Zendesk, Freshservice or equivalent.
• Strong customer service and communication skills.
• Fluent English.
• GCSE-level or equivalent qualifications in English and Maths.
Technical Knowledge
• Active Directory: user and group management, GPOs and basic troubleshooting.
• Microsoft 365: Exchange Online, Teams, SharePoint and licensing.
• Networking: TCP/IP, DNS, DHCP, VPN and VLANs.
• Endpoint Management: Microsoft Intune, Autopilot or equivalent MDM.
• Windows: operating system support, imaging, patching and troubleshooting.
• Remote Support: RDP, screen sharing and remote assistance.
• Security: understanding of common security threats, incident response, MFA, Conditional Access and basic compliance requirements.
• PowerShell fundamentals or basic scripting/automation awareness is a strong advantage.
Desirable
• Experience working in retail and/or factory environments.
• Knowledge of Archer.
• Experience supporting scanners and Managed Print Solutions.
• Relevant vendor certification, such as:
• CompTIA A+
• CompTIA Network+
• Microsoft MD-102 (Modern Desktop)
• Equivalent certification
• ITIL Foundation certification.
• Degree in Computer Science, IT or a related field - desirable but not essential.
What We Value Communication - You can explain technical issues clearly to non-technical users without unnecessary jargon and document solutions effectively. Ownership - You take responsibility for incidents through to resolution or ensure a clear and well-documented handover. Composure under pressure - You remain professional and solution-focused when dealing with frustrated users, escalations or service outages. Prioritisation - You can assess multiple incidents and prioritise them based on business impact rather than simply working in the order received. Collaboration - You work effectively with L1 and L3 teams, helping to upskill L1 colleagues and providing clear, technically sound escalations to L3. Role Split
• 75% BAU / Sustain: Tickets, Digi Bar, S&C and roadmap activities
• 25% Projects: IT projects, improvements and technical initiatives
  
  Excis is a global IT support leader globally, driven by innovation and collaboration. We're looking for a proactive Desktop Support Engineer L2 to manage hardware, software, and IT assets across multiple locations. Join us for a rewarding career in a supportive, family-like environment where you'll look forward to coming to work every day.
· Client in 190+ countries · 6000+ Engineers · 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us!, Why Join Excis? At Excis, we believe that successful IT support starts with great people. We foster an open, friendly and supportive environment where collaboration, ownership and continuous development are encouraged. You will have the opportunity to work in a dynamic customer-facing environment, develop your technical skills and contribute to meaningful IT projects while being part of a growing global organisation. Ready to take the next step in your IT support career? Join Excis in Gatwick and grow with us!