L2 Helpdesk Support Engineer

We're looking for an experienced L2 Helpdesk Support Engineer to join our Tier 2 Workforce team. You'll be at the heart of our global IT operations in Malaga, solving complex endpoint management challenges across offices spanning EMEA. This role is perfect for someone who loves deep technical problem solving and is excited about delivering enterprise grade support to a diverse, distributed workforce. Own complex endpoint management incidents—diagnose, troubleshoot, and resolve issues in Autopilot, Intune, and JAMF environments Manage Windows and Mac device lifecycle—from imaging and provisioning to decommissioning, ensuring compliance and security standards Drive MDM implementation and optimization—configure device policies, manage enrollment flows, and ensure mobile device compliance across the organization Support Teams Ready Rooms infrastructure collaborating with facilities teams to keep meeting room AV, video conferencing, and control systems working flawlessly Partner with vendors to manage hardware procurement workflows, warranty claims, and vendor relationships to keep our hardware refresh cycles on track Work in ServiceNow—log, manage, and resolve tickets efficiently; maintain knowledge base documentation; contribute to process improvements Mentor junior engineers—share your expertise and help grow the L1 support team Be proactive—identify recurring issues, propose automation opportunities, and help us scale support through intelligent processes Must Have Skills & Experience Autopilot & Intune — Strong hands-on experience. You've deployed, configured, and troubleshot Windows Autopilot deployments and Intune device management policies. Intune (Apple ABM) — Solid experience managing macOS devices via Intune, enrolling devices, managing group based access and troubleshooting. MDM Fundamentals — Deep understanding of mobile device management principles, security policies, conditional access, and device compliance. Windows & macOS Expertise — Comfortable supporting both Windows 10/11 and macOS environments. You troubleshoot OS level issues, drivers, updates, and software deployment. Teams Rooms & AV Systems — Hands on experience imaging, configuring, managing, and troubleshooting Microsoft Teams Rooms hardware and video conferencing infrastructure. ServiceNow Proficiency — Comfortable using ServiceNow for ticket management, asset tracking, and ITSM workflows. Hardware Management — Experience with device procurement workflows, warranty management, and vendor coordination (Dell or equivalent). Problem Solving Mindset — You thrive on troubleshooting. You can diagnose issues methodically, think creatively, and escalate appropriately when needed. Communication Skills — Clear, professional communication with non-technical users and technical peers across time zones. Self Motivated — You work independently and with minimal supervision. You take ownership of issues and see them through to resolution. Data Analytics - Advanced data analysis techniques for data analysis, reporting and project tracking. Nice to Have (But We'd Love It) Knowledge of IT asset management (ITAM) and hardware refresh cycles Familiarity with GDPR or data protection compliance Experience supporting international/distributed teams Certifications: CompTIA A+, Microsoft 365 certified, or JAMF Certified Associate (JCA) Why Join Us Work with cutting edge tech - You'll be hands on with modern device management platforms and cloud infrastructure. Global team, flat hierarchy - We value expertise and initiative. Your ideas matter, and you'll work directly with leadership. Learning culture - We're constantly evolving our tech stack—expect opportunities to learn automation, analytics, and new platforms. Real impact - You're not just fixing tickets; you're enabling a global workforce and shaping how we manage IT infrastructure. Supportive environment - Work in a team that values problem solving, knowledge sharing, and work life balance. Ready to solve complex problems and grow your career? We'd love to hear from you. #LI-KS1#Hybrid