IT Support Engineer

Type: Permanent | Location: London, Oxford Street, 5 days per week in the office

About the Role

We're seeking a proactive and customer-focused IT Support Analyst to join our growing client. In this role, you'll provide first-line technical support to end users across the UK and international offices, ensuring that technology and office systems run smoothly and efficiently.

You'll play a key role in supporting hardware, software, and network environments, offering hands-on support in the London office and remote assistance to colleagues worldwide.

This position is ideal for someone who genuinely enjoys helping others, thrives on solving technical challenges, and has a strong interest in IT systems and service excellence.

Key Responsibilities

• Deliver Tier 1 and Tier 2 end-user support for devices and systems, including laptops, smartphones, and printers.
• Manage incidents and service requests using a ticketing system, from initial logging to resolution.
• Set up and configure workstations, laptops, and mobile devices for onboarding and offboarding processes.
• Support and maintain video conferencing and AV equipment in meeting rooms.
• Escalate complex issues (Tier 2/3) to internal or external technical teams, ensuring timely resolution.
• Maintain accurate documentation and asset management of IT equipment, software licenses, and peripherals.
• Collaborate with the IT Support Operations Manager to enhance desktop efficiency, reliability, and security.
• Provide training and guidance to employees on core enterprise software and device usage.
• Participate in an out-of-hours on-call rota for critical support needs.
• Communicate clearly with users about system updates, outages, and changes.

Requirements

General

• Bachelor's Degree preferred (IT, Computer Science, or related discipline advantageous).
• 1-3 years of experience in a similar IT support or service desk role.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• A positive, customer-oriented mindset and a professional approach when supporting all levels of staff.
• Willingness to learn and grow with new technologies.

Technical Skills

• Solid troubleshooting and problem-solving skills across hardware and software.
• Experience with Active Directory and Microsoft 365 administration.
• Familiarity with Windows OS, Office 365, and common business applications.
• Understanding of networking fundamentals and Workstation connectivity troubleshooting.
• Experience with Mobile Device Management (MDM) tools and corporate mobile enrolment (iOS preferred).
• Exposure to PowerShell Scripting to automate routine tasks (desirable).
• Working knowledge of ticketing systems (eg ServiceNow, Jira Service Desk, Zendesk).
• Experience with remote monitoring and management (RMM) tools (eg TeamViewer, SolarWinds) is beneficial.
• Knowledge of videoconferencing tools such as Microsoft Teams and Webex.

Why Apply?

• Opportunity to work across a diverse, international environment.
• A role that combines technical problem-solving with hands-on support and customer service.
• Collaborative, team-based environment with a chance to broaden your IT skill set.
• Competitive salary and benefits package.