Hybrid IT Support Engineer II – Windows & macOS

Juara IT Solutions; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Job summary

Juara IT Solutions in London is seeking an experienced IT Support Engineer II to provide advanced Level 2 technical support across global locations. You will troubleshoot Windows and macOS environments and manage end-user computing with enterprise IT tools.

The role involves handling escalations, supporting users onsite and remotely, and ensuring efficient service delivery across time zones. Strong ITIL practices and ticketing are required for SLA-driven support.

Qualifications

• 5–6 years of IT support/desktop support experience.
• Experience providing Level 2 support in enterprise environments.
• Experience supporting global users across multiple locations and time zones.

Responsibilities

• Provide Level 2 technical support for desktops, printers, OS, software, and network issues.
• Deliver onsite and remote IT support to employees globally.
• Troubleshoot and resolve complex technical incidents escalated from Level 1.

Skills

Windows and macOS troubleshooting

Desktop support

IT service desk

End-user computing

English communication

ITIL processes

Ticket management

SLA-driven support

Education

IT certifications (e.g., CompTIA A+, Network+)

ITIL certification (preferred)

Tools

Google Workspace

Slack

Zoom

ServiceNow

Okta

Zscaler

Proofpoint

Microsoft Intune

Jamf

Job description

Juara IT Solutions in London is seeking an experienced IT Support Engineer II to provide advanced Level 2 technical support across global locations. You will troubleshoot Windows and macOS environments and manage end-user computing with enterprise IT tools.

The role involves handling escalations, supporting users onsite and remotely, and ensuring efficient service delivery across time zones. Strong ITIL practices and ticketing are required for SLA-driven support.