Freelance Desktop Support Engineer (Backfill)

About the role

We are seeking a Freelance Desktop Support Engineer to provide Level 2 support for end‑user devices, applications and collaboration tools. The role will involve both onsite and remote assistance, ensuring issues are resolved within defined SLAs.

Key responsibilities

• Provide Level 2 support for Windows 10/11, macOS, iOS and Android devices.
• Troubleshoot and resolve escalated issues from L1 support.
• Manage Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint and Exchange Online.
• Administer Active Directory, Azure AD and user lifecycle processes.
• Provision devices using Intune, Autopilot and SCCM/MECM.
• Diagnose hardware problems and coordinate vendor repairs.
• Support VPN, remote access and hybrid work environments.
• Maintain accurate ticket updates in ServiceNow, Jira or similar ITSM tools.
• Identify recurring issues and contribute to problem‑management activities.
• Collaborate with L3, infrastructure and security teams on projects and rollouts.

Required profile

• Excellent customer‑facing skills with a professional and confident demeanor.
• Strong communication abilities and the capacity to work independently.
• Highly organised, adaptable and able to build effective relationships across the business.
• Commitment to ethical workplace practices and service‑delivery processes.

Required skills

• Windows 10/11 troubleshooting, performance tuning, registry and policy management.
• macOS basic support and device troubleshooting.
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, Exchange Online).
• Azure AD (Entra ID) – users, groups, MFA, SSO, conditional access.
• Microsoft Intune – MDM/MAM, compliance policies, app deployment.
• Autopilot – device provisioning and lifecycle management.
• SCCM/MECM – imaging, patching, software deployment.
• Active Directory – user administration, GPO, account management.
• VPN and remote‑access technologies.
• ITSM tools such as ServiceNow or Jira.
• Endpoint security compliance, antivirus and patch management.