Desktop Technician

Apex Systems; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Travel paid

Job summary

Apex Systems is seeking a Desktop Support Technician - Level 2 for onsite work in the London area. You will provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals, troubleshooting escalated issues from Level 1, and deploying IT systems.

You will manage user accounts in Active Directory, support VPN and remote access, imaging and OS/application upgrades, and contribute to IT security initiatives.

Qualifications

• Associate or Bachelor’s degree in IT/CS or related field.
• 2+ years of IT support, desktop support, or help desk experience with escalation/fix focus.

Responsibilities

• Provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot and resolve escalated hardware and software issues from Level 1.
• Install, configure, and upgrade operating systems and applications.
• Manage user accounts, permissions, and access in Active Directory.
• Support LAN, Wi‑Fi, VPN, and remote access connectivity.
• Deploy and manage desktop imaging for rollouts/replacements.
• Assist IT security initiatives including antivirus and encryption.
• Create and maintain technical documentation and knowledge base articles.
• Provide training and mentorship to Level 1 staff.
• Collaborate with system admins and network engineers on complex issues.
• Track IT assets, licenses, and deployments.
• Participate in IT projects and system upgrades.
• Ensure timely issue resolution and SLA adherence.

Skills

Analytical thinking

Communication skills

Independent worker

Collaboration

Customer-focused

Education

Associate or Bachelor’s degree in IT/CS

Tools

Windows

macOS

Microsoft 365

Active Directory

Group Policy

Exchange

DNS

DHCP

TCP/IP

VPN

Remote Desktop

ServiceNow

Jira

SCCM

MDT

Intune

Cybersecurity basics

Patch management

PowerShell

Bash

Python

Job description

Location

Onsite in various locations in London area – Travel paid for

Shift

Monday through Friday; Night shift ( 10 pm to 6 pm GMT ) - need to be open to some weekends in the beginning

Duration

Until December 31st with potential for extensions (PAYE position inside IR35)

Start Date

28th of September

Principal Duties and Responsibilities

The Desktop Support Technician - Level 2 provides advanced technical support for end-users, troubleshooting complex hardware, software, and network issues. This role involves resolving escalated support tickets, deploying IT systems, maintaining IT security, and collaborating with Level 1 support technicians and other IT teams to ensure seamless technology operations.

Responsibilities

• Provide second-level technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot and resolve escalated hardware and software issues from Level 1 support.
• Install, configure, and upgrade operating systems and applications.
• Manage user accounts, permissions, and access controls in Active Directory and other identity management systems.
• Support network connectivity issues, including LAN, Wi‑Fi, VPN, and remote access troubleshooting.
• Deploy and manage desktop imaging solutions for device rollouts and replacements.
• Assist in IT security initiatives, including antivirus management, encryption, and compliance adherence.
• Create and maintain technical documentation, procedures, and knowledge base articles for IT staff and end‑users.
• Provide training and mentorship to Level 1 support technicians.
• Work closely with system administrators and network engineers to diagnose and resolve more complex IT infrastructure issues.
• Support IT asset management, ensuring proper tracking of hardware and software licenses.
• Participate in IT projects, system upgrades, and innovative technology rollouts.
• Ensure timely resolution of issues and meet service level agreements (SLAs).

Qualifications & Skills

• Education: Associate or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• Experience: 2+ years of experience in IT support, desktop support, or help desk roles, with a focus on troubleshooting and escalation.

Technical Skills

• Proficiency in Windows and macOS operating systems.
• Strong knowledge of Microsoft 365, Active Directory, Group Policy, and Exchange.
• Experience troubleshooting and configuring network components such as DNS, DHCP, TCP/IP, and VPNs.
• Familiarity with remote desktop tools and IT ticketing systems (e.g., ServiceNow, Jira, or similar).
• Direct experience with imaging tools (e.g., SCCM, MDT, or Intune).
• Understanding of cybersecurity best practices, endpoint protection, and patch management.
• Basic scripting skills (PowerShell, Bash, or Python) are a plus.

Soft Skills

• Strong analytical and critical thinking skills.
• Excellent verbal and written communication skills.
• Ability to work independently and collaborate with cross‑functional teams.
• Customer‑focused mindset with an initiative‑taking approach to issue resolution.
• Strong organizational skills and mindfulness.

Preferred Qualifications

• Certifications such as CompTIA A+, ITIL Foundation, or similar.
• Experience with IT asset management and software deployment tools.
• Prior experience in an enterprise IT environment with structured ITIL‑based processes