Role & responsibilities

Key Responsibilities

- Second-line support Own escalations from the service desk; diagnose and resolve complex endpoint, application, identity, and connectivity incidents remotely.
- Request fulfilment — Deliver technical service requests including software deployment, device configuration, and access changes to SLA.
- Endpoint troubleshooting — Investigate Windows and macOS issues, profile and policy problems, performance, and application faults to root cause.
- Identity & access — Administer Entra ID / Active Directory accounts, groups,

MFA, and shared mailboxes in line with security and JML policy.
- Remote tooling — Use remote support and endpoint management tooling (Intune,

JAMF, remote control) to resolve issues without a desk visit.
- Escalation & collaboration — Escalate to L3 specialists and vendors with full diagnostics; own the ticket through to resolution.
- Knowledge & enablement — Produce knowledge articles and coach L1 analysts to shift resolution left and reduce escalations.
- Problem management — Identify recurring issues and raise problem records;

drive permanent fixes with L3 teams.




- Asset & documentation — Maintain accurate asset, configuration, and ticket records throughout the support lifecycle.

Essential Skills & Experience
- Proven second-line / desktop support experience in a global or regulated setting.
- Strong hands-on troubleshooting of Windows 10/11 and Microsoft 365; working knowledge of macOS.
- Hands-on Entra ID / Active Directory administration (accounts, groups, MFA,

Conditional Access basics).
- Experience with endpoint management tooling - Intune and/or JAMF - for policy,

apps, and remote actions.
- Solid understanding of networking fundamentals - DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
- Confident with ITSM tooling (Jira Service Management) and ITIL incident, request,

and problem management.
- Clear written and verbal communication, with strong customer service skills.
- Able to work to SLAs, prioritise competing incidents, and document clearly.
- ITIL Foundation and/or Microsoft 365 certification desirable.

📌 Desktop support hiring For UK Client on STL Digital Payroll (Bengaluru)
🏢 STL Digital
📍 Bengaluru