Join our team as a Lead Engineer - Systems, focusing on critical out-of-hours support. This role is essential for bridging the gap between UK and Asia-Pacific support hours, operating from 3 PM to 11 PM UK time. While L1/L2 helpdesk experience is foundational, a strong understanding of SSO and automation concepts is highly valued for this position.

Provide comprehensive L1/L2 support for end-user computing across Thredd's technology environment. This includes managing hardware, software, operating systems, and peripherals on both Windows and macOS platforms. You'll handle device provisioning, configuration, and decommissioning using MDM solutions, and troubleshoot incidents within service level agreements, escalating as needed.

Key duties also involve administering user accounts, access rights, and group policies in Active Directory/Azure AD. You will support onboarding and offboarding processes, maintain accurate asset inventory and CMDB, and collaborate with infrastructure and security teams on patching and vulnerability management. Contributing to knowledge base articles and runbooks is also part of this dynamic role.

We are seeking candidates with 2-4 years of experience in a desktop or end-user support role within a corporate or GCC setting. Proficiency in troubleshooting Windows 10/11 and macOS, along with hands-on experience with MDM tools (Intune preferred) and Active Directory/Azure AD, is essential. Familiarity with ITSM platforms like ServiceNow or Jira Service Management is required. A working knowledge of endpoint security practices and privileged access tools is beneficial, with CyberArk experience being a plus.

Strong communication skills are vital for effectively supporting non-technical users. Prior experience in financial services, fintech, or a regulated industry is advantageous. Exposure to cloud environments, particularly AWS, and relevant certifications like CompTIA A+ or Microsoft MD-102 are desirable. We are looking for individuals who are service-oriented, methodical, and collaborative.