Job Description
About This Role
We are looking for an experienced End User Computing Engineer (L2) to join our Global End User Computing team. This role provides advanced technical support to employees across our global offices, ensuring they can work efficiently using Microsoft 365, Windows endpoints and modern collaboration technologies.
You will be the technical expert for Microsoft Teams, SharePoint, OneDrive and endpoint services, resolving complex technical issues while helping employees get the most from GlobalStep's Digital Workplace.
Key Responsibilities
End User Support
Provide second-line technical support for complex end-user issues.
- Troubleshoot Windows 11, Microsoft Office and business application issues.
- Diagnose and resolve system performance, startup and application problems.
- Support hardware, peripherals and endpoint lifecycle activities.
- Deliver excellent customer service and own incidents through to resolution.
Microsoft 365 Support
- Microsoft Teams
- SharePoint Online
- OneDrive for Business
- Exchange Online
- Outlook
- Microsoft Office applications
- Teams permissions and collaboration
- Meetings, webinars, Town Halls and Teams Rooms
- SharePoint permissions and document libraries
- OneDrive synchronization, file sharing and recovery
- Shared mailboxes and distribution lists
- Calendar and mailbox permissions
- Mail flow troubleshooting
Endpoint Management
Support and troubleshoot:
- Microsoft Intune
- Windows Autopilot
- Endpoint provisioning
- Software deployment
- Device compliance
- BitLocker
- Endpoint security solutions including CrowdStrike Falcon EDR
- Monitor endpoint health, investigate compliance issues and ensure devices remain secure and operational.
Identity & Access
- Support users with:
- Active Directory
- Microsoft Entra ID
- Multi-Factor Authentication (MFA)
- VPN connectivity
- Password management
- User account administration
Connectivity & Productivity
- Diagnose and resolve:
- LAN and Wi-Fi connectivity issues
- VPN and remote access problems
- Outlook and email issues
- Printer and peripheral issues
- Microsoft 365 authentication problems
- Coordinate with Infrastructure, Network and Security teams where specialist support is required.
Knowledge & Continuous Improvement
- Create and maintain knowledge articles and user guides.
- Identify recurring issues and recommend permanent solutions.
- Share knowledge with Service Desk engineers.
- Support Microsoft 365 adoption by coaching users on best practices.
- Contribute to automation and continual service improvement initiatives.
What We Are Looking For
- Essential
- 47 years' experience in End User Computing or Desktop Support within an enterprise environment.
- Strong experience supporting Microsoft 365.
- Excellent troubleshooting and customer service skills.
- Experience supporting global users in a remote support environment.
- Ability to manage multiple priorities while maintaining high service standards.
Technical Skills
- Hands-on experience with:
- Windows 11
- Microsoft Teams
- SharePoint Online
- OneDrive for Business
- Exchange Online
- Outlook
- Microsoft Office
- Microsoft Intune
- Windows Autopilot
- Active Directory
- Microsoft Entra ID
- VPN and MFA
- BitLocker
- CrowdStrike Falcon EDR (or equivalent Endpoint Detection & Response platform)
- IT Service Management tools