Support Technician (Onsite - London)

Your Responsibilities

• Provide support for desktops, laptops, mobile devices, and core IT services
• Assist with server administration and advanced configuration tasks under supervision
• Support networking and wireless technologies, including troubleshooting connectivity issues
• Manage and resolve O365 security and administration issues, including user account management and access controls
• Assist in virtual machine technologies for provisioning and maintenance
• Provide face to face, desk-side support on site, delivering excellent customer service to all levels of staff and ensuring timely issue resolution
• Monitor and maintain IT systems using support tools aligned with ITIL best practices
• Contribute to incident management, logging and tracking issues within SLAs
• Support key business applications and ensure minimal disruption to users
• Assist with IT procurement, equipment configuration, and asset management
• Document resolutions, technical processes, and troubleshooting steps for internal knowledge sharing
• Embrace and develop the use of AI and digital tools to work more efficiently, reduce manual effort and improve the quality of work
• Your Experience will include:
• On-site support: Experience in a customer-facing, on-site or desk-side support role
• Advanced technical knowledge: Expertise in diagnosing complex hardware and software issues, including server-level support
• Networking skills: Proficiency in configuring switches, routers, and basic wireless network management
• Systems integration: Ability to work on integrating different systems and understanding how they interconnect
• Virtualisation: Familiarity with technologies like VMware, Hyper-V, or other virtual environments
• Backup and recovery: Experience with backup software and data recovery processes
• Vendor coordination: Managing warranties and liaising with third-party hardware and software vendors
• Event support: Experience planning and delivering IT for events, meetings or presentations, including AV and meeting room technology
• Organisation and planning: Ability to coordinate equipment, people and timings across several requirements and deadlines
• Technical Product Knowledge
• Other skills will include accreditation or experience in some of the following technical products:
• Office 365 Licence administration Creating new users & groups Microsoft Exchange Hybrid SharePoint OneDrive Teams Azure Conditional Access MFA Intune (MDM) ADFS
• You will bring the following behaviours:
• Collaboration: Works closely with senior IT teams and leadership to align support practices with organisational goals
• Customer focus: Demonstrates empathy, patience, and attentiveness in all environments. Presents a professional, approachable and confident manner when supporting customers in person
• Communication skills: Translates technical information into clear, non-technical language for customers. Actively listens to understand customer concerns before responding
• Adaptability and flexibility: Stays calm under pressure and manages multiple customers' needs simultaneously
• Composure in live situations: Stays calm and solution-focused when resolving issues in front of customers or during live events
• Time management and prioritisation: Balances a workload of technical tasks while ensuring that critical issues are addressed first. Keeps track of multiple tasks to meet Service Level Agreements (SLAs) and customer expectations
• Ownership and accountability: Takes responsibility for resolving customer issues from start to finish. Follows up after issue resolution to ensure customer satisfaction
• Continuous learning: Stays updated on technical advancements and adopts a proactive approach to skill development, seeking out learning opportunities