2nd Line Help Desk Engineer

2nd Line Help Desk Engineer at Spandex US 2nd Line Help Desk Engineer at Spandex US in West Valley City, Utah Posted in 1 day ago.

Type:

full-time

Job Description:

Team:

Information & Technology (I&T) - Digital Workplace Reports to:

Director, Digital Workplace & Security Hours :

8 - 8:30am to 4:30 We're looking for an experienced, self-sufficient 2nd Line IT Help Desk Engineer to take operational ownership of end-user IT support for our US region. Based on-site in Salt Lake City, you'll be the sole internal IT presence, supporting local users, keeping services stable day-to-day, and partnering with our Europe-based Digital Workplace and Security teams and third-party providers. What You'll Do Act as the primary and sole internal IT contact for the US region, providing direct support to local users. Deliver hands-on, onsite deskside support in Salt Lake City, troubleshooting and resolving issues across the local environment. Diagnose and resolve incidents and service requests spanning Windows endpoints/peripherals, Microsoft 365 services, identity & access, and connectivity (VPN/Wi?

Fi/local network). Log, manage, and resolve incidents in JIRA IT Service Management, ensuring accurate documentation and traceability. Identify issues requiring specialist input or project-level change and coordinate escalation to Europe-based Digital Workplace and Security teams. Provide local oversight and coordination for third-party delivered technical projects (scheduling/access/readiness, validating outcomes against scope, escalating risks/issues). Manage the operational relationship with the outsourced IT provider (task coordination, prioritisation, quality assurance, escalation/follow-up), aligned with global standards. Support onboarding/offboarding (device provisioning and access configuration) and maintain knowledge-base documentation to reduce repeat incidents. What You Bring Proven experience in a 2nd Line IT Support (or equivalent) role. Strong hands-on troubleshooting experience with Windows laptops/desktops and peripherals. Strong support capability across Microsoft 365 (Exchange Online, Teams, Point, OneDrive). Experience with Entra ID / Active Directory user, group, and access management. Experience with Intune device management, compliance, and endpoint troubleshooting. Network troubleshooting skills (VPN, Wi?

Fi, authentication, local connectivity). Comfortable working in an ITIL-aligned service desk environment with excellent ticket discipline (JIRA ITSM). Confidence working independently with strong prioritisation, communication, and stakeholder management skills. Demonstrated experience coordinating/overseeing third-party IT providers and collaborating with globally distributed teams. Nice to

Have:

Experience supporting US-based users within a global organisation. Microsoft certifications (e.g., Endpoint Administrator, Modern Desktop, Identity). Exposure to security concepts such as MFA and Conditional Access. Experience supporting local delivery of globally managed IT projects, vendor governance, service quality assurance, or RACI-based models. Why Join Us? This role offers the rare opportunity to own the US IT environment end-to-end , while being fully supported by a global Digital Workplace team. You'll play a key role in ensuring operational stability, shaping local IT processes, and enabling business success across the region. Ready to take the lead? If you're a proactive, confident IT professional who enjoys autonomy and wants to be the trusted IT partner for our US operations, we'd love to hear from you. Apply now through .