2nd Line Support Analyst

Gravitas Group; Greater London; On-site; GBP 68,000 - 74,000; Full time

Job summary

Gravitas Group is seeking a 2nd Line EUC Support Analyst for an on-site role in West London. The 6-month contract offers a day rate of £370-£400 outside IR35 with an ASAP start. You will resolve escalated tickets, support Windows and macOS, and handle M365 & Google Workspace across multiple sites.

The role requires hands-on troubleshooting, IAM work (OKTA, Entra ID), strong communication, and the ability to mentor Level 1/3 engineers while delivering documentation and improvements.

Qualifications

• Strong commercial experience in a Level 2nd Line Support / EUC engineering role.
• Independent with minimal supervision.
• Strong Windows troubleshooting.
• MacOS troubleshooting experience.
• Experience supporting M365 & Google Workspace environments.
• Experience with Intune and/or Jamf.
• Experience with Entra ID / Active Directory.
• Experience troubleshooting identity, SSO and MFA issues with OKTA.
• Knowledge of endpoint security and device management.
• Strong networking fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi, VPN).
• Experience supporting users across multiple locations.
• Experience working with third-party technology suppliers.
• Strong incident ownership and problem-solving.
• Excellent communication and knowledge-transfer skills.
• Ability to prioritise work by business impact.

Responsibilities

• Take ownership of escalated incidents from Level 1 desk.
• Diagnose and resolve complex Windows, macOS, and end-user issues.
• Support users across corporate offices and remote locations.
• Troubleshoot hardware, applications, peripherals, and connectivity.
• Identify recurring incidents and contribute to root-cause fixes.
• Escalate to Level 3 or third-party suppliers as needed.
• Maintain accurate ticket records and knowledge articles.
• Support endpoint tasks including encryption and permissions.
• Assist with identity/access issues (MFA, SSO, permissions).
• Contribute to problem management and permanent solutions.
• Support IT projects including endpoint upgrades and software deployment.

Skills

2nd Line EUC Support

Independent worker

Windows troubleshooting

macOS troubleshooting

M365

Google Workspace

IAM (OKTA)

Entra ID

Active Directory

OKTA

Endpoint security

Networking basics

Multi-location support

Vendor management

Documentation

Incident ownership

Tools

Intune

Jamf

Entra ID/Active Directory

OKTA

Google Workspace

Microsoft 365

Job description

2nd Line EUC Support Analyst

Location: Onsite based West London
Duration: 6 months
Day Rate £370-£400/DAY OUTSIDE IR35
Start Date: ASAP

The 2nd Line EUCEngineer role involves supporting our client’s internal IT environment, which includes corporate and end-user computing systems. The role requires a highly autonomous technician capable of resolving complex technical issues efficiently. It is based in the UK with an immediate start. Role involves both face to face deskside support and remote support with key focus on Google workspace, Mac, M365 & OKTA (IAM).

Key Skills & Experience

• Strong commercial experience in a Level 2nd Line Support / EUC engineering role
• Demonstrable ability to work independently with minimal supervision
• Strong Windows troubleshooting skills
• Good macOS troubleshooting experience
• Experience supporting Microsoft 365 &Google Workspace environments
• Practical experience with Intune and/or Jamf
• Experience with Entra ID / Active Directory
• Experience troubleshooting identity, SSO and MFA issues with good knowledge of OKTA
• Good understanding of endpoint security and device management
• Strong networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting
• Experience supporting users across multiple locations
• Experience working with third-party technology suppliers
• Strong incident ownership and problem-solving skills
• Excellent communication skills with both technical and non-technical users
• Ability to prioritise work according to business impact
• Excellent documentation and knowledge-transfer skills

Role Overview

The successful candidate will resolve escalated support tickets, troubleshooting hardware, operating systems, applications, peripherals, and connectivity issues for users at multiple locations. They will work closely with Level 1 and Level 3 engineers, providing technical guidance and updates throughout incident resolution. The role also involves supporting ongoing IT projects, delivering technical changes, and improving operational support processes. Success will be measured by reducing escalations, resolving incidents efficiently, and strengthening technical documentation.

Key Responsibilities

• Take ownership of escalated incidents and service requests from the Level 1 Service Desk
• Diagnose and resolve complex Windows, macOS, and end-user technology issues
• Support users across corporate offices and remote locations
• Troubleshoot hardware, applications, peripherals, and connectivity issues
• Identify recurring incidents and collaborate to eliminate root causes
• Escalate issues appropriately to Level 3 engineers or third-party suppliers
• Maintain accurate ticket records, technical notes, and knowledge articles
• Support hands-on endpoint environment tasks, including device encryption, user permissions, and peripherals
• Support identity and access issues, such as troubleshooting MFA, SSO, and permissions
• Contribute to problem management by investigating root causes and suggesting permanent solutions
• Support and deliver IT projects including endpoint upgrades, software deployment, and security remediation

STRONG COMMUNICATION AND INTERPERSONALSKILLS A MUST.