Windows, iOS & Android Device L2 Support

•Job Role : Windows, iOS & Android Device L2 Support

•Job Location : London, Paddington

•Type of Hiring : Contract

•Mode of work : Work from Office – 5 days per week

•Contract Duration : 6 Months

Roles and Responsibilities: 

• A Windows, iOS, and Android Device L2 Support professional is expected to have strong hands-on experience in troubleshooting and administering Windows system along with supporting mobile platforms such as iOS and Android.
• The role involves managing device enrollment, configuration, and compliance using modern MDM solutions like Microsoft Intune and JAMF Pro.
• Candidates should be capable of handling application deployment, OS upgrades, patching, and performance optimization across both desktop and mobile devices, while also supporting email configurations and enterprise applications.
• In this role, the individual is responsible for handling L2-level incidents and escalations, performing in-depth troubleshooting of hardware and software issues, and resolving problems related to device enrollment, connectivity (Wi-Fi/VPN), and application failures.
• A solid understanding of security and compliance is required, including implementing encryption, passcode policies, remote wipe, and access controls for both corporate and BYOD environments.
• Familiarity with ITSM tools, basic scripting (such as Bash), and directory services like Azure AD is also important. Additionally, strong communication skills are essential to support end users, collaborate with cross-functional teams, and document solutions, ensuring efficient and high-quality service delivery.

The Role

The Windows, iOS, and Android Device L2 Support role in a customer environment focuses on advanced endpoint troubleshooting and management across Windows, iOS, and Android devices. The engineer handles L2 incidents, device enrollment, application deployment, and compliance using tools like Microsoft Intune and JAMF Pro. Working within SLA-driven support, the role ensures minimal downtime and strong security posture. It supports large enterprise customers, enhances user productivity, and provides exposure to modern workplace technologies, cloud-based endpoint management, and enterprise-scale service delivery models in a fast-paced managed services environment. This role requires full working from office mode 5 days in a week as it is a customer-facing role.

Your responsibilities: 

• Resolve end user's issues with MAC PCs, IPAD’s, iPhone, printers, scanners, etc.
• Resolve end user's issues with Windows PCs, printers, scanners, etc.
• Provide end-to-end Mac support, deployment, support and device management.
• Manage break-fix and non–break-fix issues for MacBooks, iMacs, iPads, iPhones, Android devices, tablets, and other peripherals.
• Administer and Manage Mac MDM infrastructure solutions (Jamf, Mosyle, Intune).
• Deploy and manage macOS and application updates, including application packaging and deployment within the Mac infrastructure.
• Handle Mac environment migration between MDM solutions, ensuring a smooth transition.
• Develop and deploy Bash and shell scripts within the MDM environment to support enhancement, development, and reporting needs.
• Provide flexible 24x7 support through rotational shifts, including weekend on-call support for production escalations.
• Manage Mac Parallels Desktops virtual environment utilized for User Acceptance Testing (UAT).
• Support security and antivirus solutions for Macs and other Apple devices.
• Coordinate with Apple Support and authorized vendors for hardware break-fix support, repairs, and replacements.
• Troubleshoot and provide remote support for Mac devices as required.
• Handling Hardware / Software IMACD requests (Install / Move / Add / Change / Delete).
• Provide touch services on an as-needed basis at designated work locations.
• Installation, upgrading, support, and troubleshooting of MacOS & Windows operating systems.
• Manage Mac printing solutions.
• Resolve common macOS and application-related issues.
• Manage and maintain MDM Solution – JAMF, Intune, Apple Business Manager.
• Manage packaging, deployment, and lifecycle management of Mac applications.
• Responsible in resolving the tickets assigned to their resolver group within the agreed SLA (Service Level Agreement).
• Provide VIP and Tech bar support (where end users can walk into a designated place to have their IT issues resolved).
• Manage IT assets, maintain stock, and coordinate with vendors for hardware-related issues.

Your Profile

Essential skills/knowledge/experience: 

• Apple Certified Macintosh Technician (ACMT)
• L2-L3 knowledge & experience in managing Apple MDM environments.
• JAMF, Intune, and Azure certification.
• Must have experience in understanding the steps required to enable Apple MDM solutions in hybrid environment (corporate & BYOD devices), including various manual and automatic enrolment methods.
• Hands-on experience and in-depth knowledge of Macintosh technologies.
• Should possess experience in administering Mac systems, including managing and supervising Mac infrastructure architecture.
• Current industry MAC certification a plus.
• Managing and upgrading Apple & Android OS versions via Intune Policies and other MDM solutions.
• Excellent phone etiquette, ability to speak and write clearly and accurately.
• Knowledge of relevant end-user computer applications and equipment.
• Knowledge of customer service principles and practices.
• Effective listening skills.
• Willingness to co-operate with other support groups and work.
• Multi-tasking capabilities.
• Willingness to extend the support as and when required.
• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary.

Desirable skills/knowledge/experience:

• SoftwareRemarksManagement toolApple Business Manager, JAMF, Mosyle, Intune, Entra ID
• Instant Messaging and collaborationCisco Webex, Teams & O365, Slack