Desktop Support Specialist Level 2

We are looking for a skilled IT Support Engineer to support our EU workforce and ensure smooth, secure, and efficient IT operations. In this role, you will troubleshoot end-user issues, identify root causes, automate repetitive tasks, and work closely with our outsourced L1 team to deliver a seamless support experience.This role requires strong expertise in Linux & Mac administration, Windows support, and networking fundamentals. You will support both the Malvern Panalytical user base and IT infrastructure across your assigned site(s).Key Responsibilities:AutomationDesign and implement automation for repetitive tasks using PowerShell, Bash, deployment tools (Intune, Autopilot, SCCM), and APIs.Automate device provisioning, onboarding/offboarding, software deployment, and routine admin tasks.Contribute to broader automation and system integration initiatives.Break/Fix SupportResearch, troubleshoot, and resolve both known and new technical issues.Collaborate with IT teams, application owners, and L1 support for incident resolution.Deliver outstanding customer service and meet incident resolution KPIs.Ensure onsite IT operations follow global standards and policies.Documentation & AnalyticsWork closely with the L1 provider to maintain consistent and high-quality service.Develop knowledge articles, SOPs, and triage guides.Leverage ticketing and monitoring data to identify recurring issues and propose improvements.Participate in service review meetings with data-driven insights.Asset ManagementEnsure accurate recording, compliance, and maintenance of endpoint assets.NetworkingPerform basic troubleshooting (DHCP, DNS, VPN, routing, firewall rules).Work with network teams to solve connectivity issues and enhance performance.Ensure secure and stable endpoint connectivity to enterprise networks.Skills & ExperienceStrong PowerShell scripting skillsExperience with Intune, Autopilot, and GPO troubleshootingWindows OS administration expertiseExperience with Mac and Linux system administrationKnowledge of Azure environmentsFamiliarity with networking concepts and toolsExperience developing documentation and managing IT knowledge basesUnderstanding of ITIL processes and service managementCore CompetenciesProblem Solving & AnalysisCustomer Service OrientationTeam CollaborationAdaptability & Self-MotivationProfessionalism & Technical ExpertiseCommitment to ExcellenceClear Communication Skills