End User Computing -L2

Key Skills, Knowledge & Experience

·       Strong knowledge of the latest (and minus one) Microsoft Windows client operating systems (Windows 10/11) and Windows Server

·       Hands-on experience with Active Directory / Entra ID administration, including group policy, user account management, identity management, and access control

·       Working knowledge of Microsoft Cloud environments, including Azure virtual machines, resource management, and basic security configuration

·       Good understanding of Microsoft 365 platform management, including Exchange Online, Teams, and SharePoint Online

·       Sound understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN, and LAN/WAN troubleshooting

·       Proficiency with ServiceNow or equivalent ITSM tools, with experience in incident, request, and change management workflows

·       Understanding of change control processes and the importance of following documented procedures for system changes

·       Familiarity with MSSP operations, including secure handling of alerts, event triage, and working within regulated environments

·       Knowledge of Case and/or Document Management Systems would be beneficial but training on the systems will be provided

·       Excellent problem-solving and analytical skills with a methodical approach to troubleshooting

·       Strong communication and customer service skills, with the ability to translate technical concepts into clear, actionable information for non-technical users

·       Experience in a desktop or end-user support role, or equivalent technical background, with the ability to manage and prioritise workload effectively under pressure

·       ITIL Foundation certification (v3/v4) or equivalent practical knowledge preferred

·       CompTIA A+ or equivalent hardware/OS certification desirable