Desktop Support Technician - IT, Level 2

Frontiers Media, LLC; Greater London; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Wellbeing days

Volunteering days

Employee Assistance Programme

Learning & Development support

Job summary

Frontiers Media, LLC is seeking a Desktop Support Technician to enable employees to work smoothly by maintaining reliable technology and responsive support. You will troubleshoot hardware/software, deploy IT equipment, and improve operations while maintaining high customer service standards.

Ideal candidates have 3–5 years in desktop support, strong English, and IT certifications. Role supports office presence with potential adjustments per policy and includes wellbeing and volunteer days.”

Qualifications

• Troubleshoot hardware and software issues autonomously (Level 2 Desktop Support Technician).
• Provide a high standard of IT Services Support onsite and remotely.
• Configure and deploy desktops, laptops, and mobile devices.
• Provide input on IT strategies and OKRs related to support efficiency.
• Utilize and contribute to IT support documentation and SOPs.

Responsibilities

• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
• Provide a high standard of IT services support onsite and remotely.
• Configure and deploy desktops, laptops, and mobile devices.
• Assist with network connectivity issues and inventory management.
• Onboard new starters and deliver IT inductions.

Skills

Customer service

Problem solving

End-user training

Documentation

English proficiency

Team collaboration

Education

Associate/Bachelor’s degree in IT or CS

Certifications (e.g., CompTIA A+, MS-DTS Tech)

Tools

Jira Service Management

Windows

macOS

iOS

Job description

The Desktop Support Technician plays a vital role in enabling employees to do their best work by ensuring they have reliable technology, responsive support, and a seamless IT experience. We currently have 3 openings, one in London, one Madrid, one Lausanne and one in Warsaw. As the primary IT point of contact for a local office of approximately employees 80 (London), 80 (Madrid), 200 (Lausanne) or 30 (Warsaw). this role combines hands‑on technical expertise with exceptional customer service.

You will be responsible for troubleshooting hardware and software issues, maintaining and deploying IT equipment, and proactively resolving technical challenges that impact day-to-day operations. Beyond providing support, you’ll contribute directly to employee productivity, workplace efficiency, and the overall success of the organization by creating a smooth and dependable technology environment.

This is an excellent opportunity for a service-oriented IT professional who enjoys building strong relationships with end users, taking ownership of local IT operations, and making a visible impact across the business

Nature of Impact

• High level of customer satisfaction as measured by feedback surveys.

• Reduced downtime due to efficient troubleshooting and problem resolution.

• Accurate and up-to-date inventory management.

• Successful deployment and maintenance of IT equipment.

• Effective training sessions leading to fewer support requests.

• Meeting or exceeding SLAs for response and resolution times.

Key Responsibilities

• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).

• Provide a high standard of IT Services Support onsite and remotely.

• Configure and deploy desktops, laptops, and mobile devices.

• Provide input on IT strategies and OKRs related to support efficiency.

• Utilize and contribute to IT support documentation and SOP’s.

• Assist with network connectivity issues.

• Maintain an accurate inventory of all IT equipment and software licenses.

• Administer and grant Access Permissions to users.

• Onboard new starters and deliver IT Inductions.

• Provide end-user training and support for IT systems and applications.

• Collaborate with other IT team members to improve support processes.

• Support and contribute to both internal and external company events.

• Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.

• Ensure all tickets are resolved within defined SLA’s (Service Level Agreements).

• Provide AV support in Meeting Rooms.

• 3-5 years of experience in a desktop support or similar role.

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).

• Familiarity with network configurations and protocols.

• Experience with operating systems (Windows, macOS, iOS).

• Knowledge of IT security best practices.

• C1 - C2 English level

• We prioritise office presence and emphasise in‑person collaboration, but also offer appropriate adjustments where needed, in line with company policy

• Extra wellbeing days on top of your annual leave allowance

• Up to 3 paid volunteering days each year

• 24/7 confidential Employee Assistance Programme (wellbeing, mental health, legal & financial support)

• Learning & development support via the Frontiers Learning Hub

Equal opportunity statement

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination – including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.