IT Support Engineer / 1st Line & 2nd Line Technical Support Analyst

IT Support Engineer / 1st Line & 2nd Line Technical Support Analyst who has experience troubleshooting Google Workspace, Windows 10 / 11, Mac OS, iOS, JamfPro MacBook MDM, DNS and DHCP is required to join a busy Service Desk and provide Helpdesk and Deskside support working onsite at a School in Battersea, South West London.

SALARY: £28,000 per annum with up to £6,000 Bonus Benefits (see below)

LOCATION: Battersea, South London (SW11)

JOB TYPE: Full-Time, Permanent

ONLINE TEST: To be considered you must complete an online test to see how you compare with other applicants. Reach the pass mark and you’ll be invited on to the next stage of the interview process.

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Support Engineer / 1st Line & 2nd Line Technical Support Analyst who has experience troubleshooting Google Workspace, Windows 10 / 11, Mac OS, iOS, JamfPro MacBook MDM, DNS and DHCP

Working as the IT Support Engineer / 1st Line & 2nd Line Technical Support Analyst you'll be the first point of contact for users, handling a wide range of issues from Google Workspace and Microsoft operating systems to classroom and meeting room technology. This role involves in-depth troubleshooting, managing new starter and leaver processes, and escalating more complex issues to specialist teams.

As the IT Support Engineer / 1st Line & 2nd Line Technical Support Analyst you'll need to be an excellent communicator with strong time management skills. Proactively manage your call queue, prioritise tickets, and provide regular, high-quality updates to users. Your attention to detail will ensure all ticket information is accurate and that you follow the company’s core ITIL processes.

If you're a proactive professional who can handle multiple demands with ease and ensure a great user experience, we'd love to hear from you.

DUTIES

Your duties as the IT Support Engineer / 1st Line & 2nd Line Technical Support Analyst include:

• Provide First and Second-Line Technical Support: You'll be the first point of contact for users, offering top-notch support via phone, email, and live chat. You'll log and classify all incidents and requests accurately and efficiently
• Advanced Troubleshooting and Resolution: Take ownership of complex end-user computing issues. From Google Workspace and Microsoft operating systems to Apple Macs and a variety of classroom and meeting room technologies, you'll resolve issues in-depth, escalating to third-party vendors when necessary
• Manage User Accounts and Onboarding: Handle the complete lifecycle of user accounts, from creating new starters and configuring mailboxes to managing permissions and supporting the leaver process
• Efficient Call and Ticket Management: Master your call queue and prioritise tickets effectively. You'll keep users informed with regular updates and ensure all ticket information is detailed and accurate, maintaining the highest standards of quality
• Process Adherence and Improvement: Follow established ITIL processes for Incident, Service Request, and Problem Management. You'll continuously look for ways to improve resolution levels, acting as a key point of knowledge for the team

CANDIDATE REQUIREMENTS

• Must have a solid second line support background
• Clear and fluent English (written and spoken)
• Excellent communication and interpersonal skills
• Professional and punctual
• Team player
• Ability to lead by example - developing and maintaining respectful and inclusive working environment

Technical experience (must have)

Experience of administering and troubleshooting:

• Google Workspace
• JamfPro MacBook MDM
• Mac OS / iOS
• Microsoft Windows 10/11
• DNS and DHCP

Other experience (nice to have)

• Microsoft Office 365
• EntraID/Active Directory
• Cyber Security
• Networking and WiFi
• Locker
• JumpCloud
• Papercut printing and print management
• Apple School Manager
• ITIL v3/v4 Foundation Certification
• Experience of working in a structured, ITIL environment
• Experience of working towards specific SLAs
• Experience of working with high volume calls, to specific SLAs
• Experience of working in a structured ISO27001 environment with specific awareness of Security Incident processes
• Experience of Intune
• Experience working within a Managed Service Provider (MSP)
• PTRG monitoring or infrastructure monitoring toolsets
• Windows Server Administration

BENEFITS

• Working in an inclusive environment
• Performance based bonus (up to £6,000)
• Working with the latest (cloud) technologies
• Industry renowned training/certifications (sponsored by Wavex)
• Personal development time (with the use of Pluralsight training platform)
• Wide range Company benefits
• Discretionary company sick pay
• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service
• Day off on your birthday

And more!

APPLY TODAY...

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JOB REF: AWDO-P13742

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