Role Overview
We are seeking a skilled and customer-focused End User Support Engineer (L2/L3) to join our growing Technology team. The successful candidate will act as a senior escalation point for complex end-user support issues, providing expert administration and support across Google Workspace, Slack, Airtable, endpoint devices, collaboration technologies, and cloud-based applications and services.
The role combines technical troubleshooting, platform administration, service improvement, automation, and proactive maintenance to ensure a secure, reliable, and productive technology experience for all users.
The successful candidate will have extensive experience supporting predominantly Mac-based environments, strong troubleshooting capabilities, and a passion for delivering exceptional customer service whilst continuously improving processes and user experience.
- Salary: £45,000 - £50,000 + bonus + benefits based on experience
- Onsite requirement 4 days per week at Central London Office Monday to Friday , 08:30 – 17:30
- Remote out of hours requirement cover (24/7/365) - shared rota.
Key Responsibilities:
Technical Support:
- Provide Level L2 & L3 technical support for Google Workspace environment (Gmail, Drive, Docs, Sheets, Meet, Calendar, etc.).
- Diagnose and resolve issues related to user accounts, permissions, and integrations.
- Assist with email routing, security settings, and compliance configurations.
- Proficient in diagnosing issues with both Mac (OS & iOS) & PC devices
- Administer and support Slack Enterprise and Airtable environments, including permissions, integrations, workflows and security settings.
- Troubleshoot complex application, endpoint and cloud service issues across multiple technology platforms.
- Support identity and access management solutions including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and user lifecycle management.
- Collaborate with Engineering and Security teams to resolve cross-functional technical issues.
User Assistance & Training:
- Guide end users on best practices for Workspace tools.
- Conduct robust onboarding and offboarding sessions and activities.
- Develop and deliver training materials or sessions to improve adoption and productivity.
Administration & Maintenance:
- Manage user provisioning, group policies, and organisational units in Google Admin Console and MDM tool.
- Monitor system health and security alerts; implement corrective actions.
- Support mobile device management (MDM) and Single Sign-On (SSO) integrations.
- Manage endpoint devices using Mobile Device Management (MDM) solutions.
- Maintain and optimise device policies, application deployment, patch management and endpoint compliance.
- Support the implementation and maintenance of automation, scripting and workflow improvements.
- Administer SaaS platforms and integrations used across the organisation.
Collaboration & Documentation:
- Work closely with the wider IT teams to resolve complex issues.
- Maintain accurate documentation of processes, troubleshooting steps, and knowledge base articles.
ITIL Principles:
- Log and Track User Incidents, accurately document and categorise user-reported issues in the Jira SM ticketing system.
- Provide timely resolution for technical Incidents & problems related to hardware, software, or network issues.
- When necessary, escalate complex issues to higher-tier support or specialised teams.
- Ensure that incidents are resolved efficiently and confirm that users are satisfied before closing tickets. The solution should be clearly documented in the ticket, along with a link to any KB articles.
- Ensure all incidents, requests and problems are managed in accordance with ITIL best practices.
- Meet agreed service level agreements (SLAs) and operational performance targets.
- Identify trends through ticket analysis and proactively recommend service improvements.
- Contribute to service reporting and continuous improvement initiatives.
Hardware Support and Maintenance:
- Install, configure, and deploy workstations, laptops, printers, phones, and other end-user devices.
- Diagnose and resolve hardware issues, including problems with peripherals, malfunctioning systems, or defective components.
- Able to perform regular patching, system updates, proactive maintenance and performance tuning across supported endpoints and infrastructure.
- Supporting AV equipment for conferencing (Logitech & Yealink)
Software Support:
- Set up new software applications or assist with upgrades and patches to ensure users have access to the latest versions of critical software.
- Resolve software malfunctions, crashes, or compatibility issues with operating systems, applications, or user configurations.
- License Management, tracking software licenses and ensuring compliance with licensing agreements, renewing or allocating licenses as necessary.
Network and Connectivity Support:
- Capability to diagnose and resolve network connectivity issues, including LAN, Wi-Fi, VPN, and other network-related problems.
- Ensure remote workers have proper access to company resources, including VPN setup, remote desktop tools, and cloud-based systems.
- Provide expert assistance with setup, optimisation and ongoing management of modern cloud-based infrastructure (PaaS & IaaS environments)
- Proficient in troubleshooting issues related to network printers, shared drives, and other shared IT resources.
User Account and Access Management:
- Competent in setting up new user accounts, assigning appropriate permissions and ensuring users have the correct access to systems and tools.
Asset & Lifecycle Management:
- Manage the full lifecycle of IT assets, including procurement, configuration, deployment, maintenance and retirement.
- Maintain accurate asset records and inventory management systems.
- Coordinate hardware refresh programmes and replacement schedules.
- Ensure technology assets comply with organisational standards and policies.
Vendor & Third-Party Management:
- Liaise with technology vendors and service providers to resolve technical issues and manage escalations.
- Coordinate support cases and track issues through to successful resolution.
- Evaluate and recommend improvements to supported technologies and services.
Continuous Improvement & Automation:
- Identify opportunities to automate repetitive administrative activities and support processes.
- Develop and maintain scripts, workflows and automation solutions using tools such as Google Apps Script, PowerShell or Python.
- Drive continual improvement initiatives that enhance service quality, stability and user experience.
Senior Technical Escalation & Problem Management:
- Act as the primary escalation point for complex L2 and L3 incidents and service requests.
- Perform root cause analysis (RCA) on recurring incidents and implement permanent corrective actions.
- Lead technical investigations and problem management activities to reduce repeat incidents and improve service reliability.
- Support major incident management processes and contribute to post-incident reviews.
- Mentor junior support engineers and share knowledge across the wider technology team.
Security & Compliance:
- Support security operations through the administration of MFA, endpoint security tools, device compliance policies and identity management platforms.
- Participate in access reviews and audits to ensure compliance with company security standards.
- Investigate and remediate endpoint vulnerabilities, security alerts and compliance issues.
- Ensure adherence to BPSS, data protection and information security requirements.
- Support security incident response activities where required.
Success in this role will be measured through:
- SLA achievement and ticket resolution performance.
- Customer satisfaction and user feedback.
- Incident reduction and root cause elimination.
- Documentation quality and knowledge sharing.
- Platform stability and operational excellence.
- Contribution to automation and continuous improvement initiatives.
Key Skills and Experience:
Essential:
- Minimum 5 years' experience in a Level 2 or Level 3 End User Support, Workplace Technology or EUC support role.
- Proven experience administering and supporting Google Workspace in a corporate environment.
- Strong knowledge of Google Admin Console, user lifecycle management, security administration and compliance controls.
- Experience supporting and administering Slack, Airtable and other SaaS collaboration platforms.
- Google Workspace Administrator Certification (or equivalent demonstrable experience).
- Strong MacOS administration and support experience in a predominantly Mac-based environment.
- Experience supporting Windows 11, iOS and mobile devices.
- Experience with MDM platforms such as JumpCloud, Iru (Kandji), Jamf, Intune or equivalent.
- Strong understanding of Identity Access Management (IAM), Role Based Access Control (RBAC), Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
- Knowledge of ITIL service management principles and ticketing platforms.
- Experience supporting AV and meeting room technologies.
- Excellent troubleshooting, communication and stakeholder management skills.
Desirable:
- Salesforce Administrator Certification.
- Slack Administrator Certification.
- Airtable Administrator Certification.
- M365 Administration Experience.
- Google Apps Script, PowerShell or Python scripting experience.
- Experience supporting cloud identity platforms and Zero Trust security models.
- ITIL Certification.
Key Attributes:
- Customer-focused mindset with a proactive approach.
- Ability to work independently and as part of a team.
- Strong organisational skills and attention to detail.
Technology Environment:
The successful candidate will support and administer technologies including:
- Google Workspace
- Google Admin Console
- Slack
- Airtable
- JumpCloud / Iru
- NinjaOne
- ThreatLocker
- Darktrace
- Malware Bytes
- Mimecast
- Cloudflare
- AI Tooling (Gemini, Claude, ChatGPT, OpenAI & Granola)
- MacOS
- Windows 11
- iOS
- AV platforms including Logitech and Yealink
- Jira Service Management
- VPN and remote access technologies
- Identity and access management solutions
- Mobile Device Management (MDM) platforms
- SaaS and cloud-based business applications
Equal Opportunity Statement
- We are committed to diversity and inclusivity.
Job Type: Full-time
Pay: £45,000.00-£50,000.00 per year
Benefits:
- Health & wellbeing programme
- Life insurance
- Private medical insurance
Application question(s):
- Do you have experience with Slack, Airtable or JumpCloud?
- Can you work onsite in London 4-5 days/week?
- Can you join an out-of-hours support rota?
Experience:
- hands-on administering Google Workspace: 3 years (required)
- supporting MacOS in a business environment: 3 years (required)
- L3 end user support: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
