Deskside Support Engineer(L3)

Cognizant; England; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading IT services company is seeking an Advanced Support & Problem Management professional to handle escalated support issues. This role requires a strong background in troubleshooting Windows and macOS endpoints, as well as expertise in endpoint management tools like SCCM and Intune. Candidates should be experienced in scripting and possess excellent communication skills. The position is a full-time opportunity based in London with a salary between £35,000 - £40,000.

Qualifications

• Progressive experience providing high-level deskside, field, or end-user support.
• Ability to lift and move computer equipment up to 40 lbs.

Responsibilities

• Own and resolve complex Tier 2/3 support issues.
• Perform Root Cause Analysis (RCA) for recurring incidents.
• Administer enterprise-level endpoint management tools.
• Develop and deploy automated scripts for efficiency.
• Lead major IT projects and manage security policies.

Skills

Expert proficiency in troubleshooting Windows

Expert proficiency in troubleshooting macOS

Advanced scripting skills (PowerShell, Python)

Strong communication skills

Experience with Windows Endpoint Management

Education

Bachelor’s degree in Information Technology, Computer Science, or related field

Tools

SCCM

Intune

Azure AD

Active Directory

Microsoft 365/Office 365

Job description

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Advanced Support & Problem Management (Tier 2/3)

• Own and resolve complex, high-impact, and escalated support issues (L3) that cannot be resolved by Tier 1 staff.
• Perform Root Cause Analysis (RCA) for recurring incidents, developing and implementing permanent solutions across the organization.
• Provide specialized, discrete support for executive, VIP, and highly sensitive technical functions.
• Master and troubleshoot advanced issues related to operating systems, virtual desktop environments (VDI), complex application integrations, and specific line-of-business tools.
• Administer and maintain enterprise-level endpoint management tools such as Microsoft Endpoint Configuration Manager (SCCM), Microsoft Intune, or JAMF Pro for software deployment and patching.
• Develop, test, and deploy automated scripts (PowerShell, Python, or Bash) to streamline routine maintenance, provisioning, and configuration tasks.
• Manage and enforce security and group policies within Active Directory, Azure AD, and Okta for identity and access management.
• Oversee and standardize the configuration, deployment, and imaging process for all new hardware.
• Lead or execute major IT projects, including large-scale OS migrations, enterprise application rollouts, and infrastructure upgrades impacting the end-user environment.
• Act as the subject matter expert (SME) for desktop standardization, security compliance, and VDI management.
• Collaborate with Infrastructure and Security teams to test, validate, and roll out security patches and system changes.
• Serve as a technical escalation point and mentor for junior deskside and Service Desk team members, performing knowledge transfer and training.
• Lead the creation, review, and maintenance of high-quality Standard Operating Procedures (SOPs) and advanced troubleshooting guides.
• Communicate solution findings, project updates, and operational risks clearly and confidently to both technical stakeholders and executive leadership.

Required Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• Experience: Progressive experience providing high-level deskside, field, or end-user support in a corporate environment.
• Technical Skills:
• Expert proficiency in troubleshooting and managing large fleets of Windows (10/11) and macOS endpoints.
• Proven experience administering and leveraging a major endpoint management tool (SCCM, Intune, or JAMF).
• Advanced scripting skills (e.g., PowerShell or Python) for automation and task efficiency.
• Deep understanding of enterprise networking protocols, VPNs, and advanced security configurations.
• Expert knowledge of Microsoft 365/Office 365 administration and advanced troubleshooting.
• Soft Skills: Proven ability to lead small projects, excellent communication and documentation skills, and experience in mentorship or knowledge transfer.
• Physical Requirements: Ability to lift and move computer equipment up to 40 lbs and perform cable management tasks.

Preferred Qualifications

• Certifications: Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101), ITIL Foundation, or relevant certifications in networking or security (e.g., Network+, Security+).
• Experience administering virtualization technologies (e.g., VMWare Horizon, Citrix).
• Direct experience with cloud identity and synchronization services (e.g., Azure AD Connect).
• Experience managing executive communications and high-priority incidents.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

London, England, United Kingdom

£35,000 - £40,000