End User Support Specialist

Sharp Brains Solutions; Coventry; On-site; GBP 28,000 - 42,000; Full time

Job summary

Sharp Brains Solutions in Coventry, UK is seeking an onsite Desktop Support Engineer (L1) to provide end-user support in an enterprise environment. Responsibilities include hardware/software troubleshooting, IMAC, and incident logging within ITSM systems.

The ideal candidate has 2–5 years of Desktop/IT support experience, solid Windows 10/11 and Microsoft 365 skills, and comfort with Active Directory in an enterprise setting.

Qualifications

• 2–5 years of experience in Desktop/IT support or EUC.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience with Active Directory and basic networking.

Responsibilities

• Provide onsite desktop and deskside support for hardware, software, and network issues.
• Perform IMAC and break/fix activities as required.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, and VPN issues.
• Configure and support laptops, desktops, printers, and peripherals.
• Manage user accounts and password resets using Active Directory.
• Support device imaging, software installations, and basic endpoint management.
• Log and resolve incidents through the ITSM ticketing system and follow SLA/ITIL processes.

Skills

Windows 10/11

Microsoft 365

Active Directory

Troubleshooting

Customer support

Tools

ITSM ticketing system

Job description

Location: Coventry, UK (Onsite)

Job Type: Full-Time | Freelance / B2B Contract

Schedule: Monday-Friday | Standard Business Hours

This is a backfill support assignment where the engineer provides onsite IT support coverage whenever the permanent onsite engineer is unavailable (leave, vacation, sickness, or off days)

We are looking for a Desktop Support Engineer (L1) to provide onsite end-user support in an enterprise environment. The ideal candidate should have hands-on experience with desktop troubleshooting, hardware support, and Microsoft technologies.

Key Responsibilities

• Provide onsite desktop and deskside support for hardware, software, and network-related issues
• Perform IMAC (Install, Move, Add, Change) and break/fix activities
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, and VPN issues
• Configure and support laptops, desktops, printers, and peripheral devices
• Manage user accounts and password resets using Active Directory
• Support device imaging, software installations, and basic endpoint management
• Log and resolve incidents through the ITSM ticketing system while following SLA and ITIL processes
• Escalate complex issues to higher support teams when required

Requirements

• 2-5 years of experience in Desktop Support, IT Support, or EUC
• Strong knowledge of Windows 10/11 and Microsoft 365
• Experience with Active Directory and basic networking
• Excellent troubleshooting, communication, and customer support skills
• Experience in an enterprise IT environment preferred