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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in second-line support, with a strong focus on troubleshooting Windows 10/11 and Microsoft 365 environments, alongside hands-on administration of Entra ID and Active Directory. Proficient in using endpoint management tools like Intune and JAMF, while maintaining effective communication and customer service skills.
Highest-signal resume keywords
Second-Line Support ExperienceWindows 10/11 TroubleshootingEntra ID / Active Directory AdministrationEndpoint Management Tooling (Intune, JAMF)ITIL Incident Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows 10/11 TroubleshootingMicrosoft 365 SupportEntra ID AdministrationActive Directory AdministrationEndpoint Management (Intune, JAMF)Networking FundamentalsDNS TroubleshootingDHCP TroubleshootingVPN TroubleshootingWi-Fi Troubleshooting
Soft Skills
Clear CommunicationCustomer Service SkillsProblem-SolvingPrioritizationCoaching
Tools & Technologies
IntuneJAMFJira Service ManagementRemote Control ToolsITSM Tooling
Certifications & Qualifications
ITIL FoundationMicrosoft 365 Certification
Industry Keywords
Second-Line SupportGlobal EnvironmentRegulated EnvironmentService Level Agreement (SLA)Knowledge Management
Tech Stack
Tools & technologiesDNSITSMJamfMacOS
About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- Proven second-line / desktop support experience in a global or regulated environment.
- 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.
Benefits
Comp & perks- Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
- Hybrid work model with three days a week in the office.