Information and Communications Technology Systems Engineer

Global End-User Support (L1/L2)

• Act as a point of contact for global IT support requests.
• Support laptops (macOS and Windows), mobile devices, standard applications and collaboration tools.
• Resolve issues independently where possible, and escalate complex issues through the defined L2 paths.
• Support users across multiple time zones according to the coverage schedule.

Identity & Access Management

• Manage users, groups, licences and access in Microsoft Entra ID (Azure AD) and Microsoft 365.
• Handle joiner, mover and leaver processes and access requests.
• Administer SaaS platforms such as Atlassian (Jira, Confluence), Slack and Microsoft 365.

Device Management – Jamf & Microsoft Intune

• Manage Windows devices with Microsoft Intune and macOS devices with Jamf Pro covering enrolment, configuration profiles, compliance policies, software deployment and updates.
• Troubleshoot enrolment, access, compliance and policy issues, following documented SOPs.
• Own the laptop lifecycle: setup, deployment, replacement, recovery and secure data handling.

Network & Security Operations

• Support corporate networking: LAN/Wi-Fi, firewalls, VPN, DNS and SSL certificates.
• Troubleshoot user connectivity and web-gateway issues.

IT Service Management

• Log, track and manage tickets in Jira Service Management / Freshworks.
• Ensure accurate categorisation, prioritisation and documentation of tickets, and meet SLA targets for response and resolution.
• Provide clear handover notes and troubleshooting details when escalating.
• Help improve ITSM workflows, including request, incident, change and problem management.

Automation, Documentation & Service Quality

• Automate routine admin work.
• Use and update knowledge base articles and SOPs in Confluence.
• Deliver a professional, empathetic and customer-focused support experience, keeping users informed on progress.
• Adhere to security, compliance and acceptable use policies.
• Identify recurring issues and suggest process or tooling improvements.
• Work with vendors and partners on implementations and escalations. 

• Experience in IT help desk, desktop support or systems engineering.
• Good working knowledge of macOS and Windows operating systems.
• Hands-on experience with Jamf and/or Microsoft Intune.
• Working knowledge of Microsoft Entra ID and Microsoft 365 administration.
• Familiarity with ITSM tools, preferably Jira Service Management or Freshservice.
• Understanding of networking concepts (Wi-Fi, VPN, DNS, firewalls and connectivity troubleshooting).
• Experience working with regional L2/L3 engineering teams.
• Clear communication and comfort supporting users across time zones.