Infrastructure Technical Support Practitioner (L1/L2)

Cpl; Greater London; On-site; GBP 28,000 - 40,000; Part time

Job summary

CPL in London is seeking an Infrastructure Technical Support Practitioner to provide hands-on first and second-line support for end-user devices, software applications, and infrastructure across an onsite IT environment.

You will work within defined ITSM processes, maintain service availability, resolve technical issues, and support both production and development environments. This role requires strong customer service, troubleshooting skills, and broad IT infrastructure knowledge.

Qualifications

• Strong knowledge of Windows 10/11 environments.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Practical experience troubleshooting desktop and laptop hardware.
• Understanding of device imaging and deployment processes.
• Knowledge of IT infrastructure components including servers and networks.
• Experience supporting iOS and Android mobile devices.
• Basic printer support and troubleshooting experience.

Responsibilities

• Provide ongoing support and maintenance of production and development systems.
• Deliver both remote and onsite technical support to end users.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Support configured services operating on a variety of platforms.
• Perform first-line and second-line troubleshooting activities in accordance with operational procedures.
• Escalate complex incidents to specialist support teams where appropriate.
• Build, configure, deploy, and maintain laptops and desktop devices.
• Support device imaging, provisioning, and software deployment processes.
• Troubleshoot Windows operating system issues and performance problems.
• Install, configure, and maintain Microsoft Office and business applications.
• Support user account administration and access management activities.
• Provide assistance with onboarding and technology setup for new users.
• Provide operational support across server, network, and infrastructure environments.
• Assist with monitoring and maintaining technology platforms.
• Support connectivity issues involving LAN, WAN, Wi-Fi, VPN, DNS, and DHCP services.
• Perform basic system administration and maintenance activities.
• Assist with hardware installations, relocations, and upgrades.
• Configure and troubleshoot smartphones, tablets, and associated applications.
• Provide printer support, including: Network printer setup, Basic hardware fault diagnosis.
• Log, manage, and resolve incidents and service requests within agreed SLAs.
• Maintain accurate documentation of issues, resolutions, and technical procedures.
• Contribute to continuous improvement initiatives within the support function.
• Ensure adherence to organisational security, compliance, and operational standards.

Skills

Windows 10/11

Microsoft Office

Desktop/Laptop hardware

Imaging & deployment

IT infrastructure (servers & networks)

Mobile devices (iOS/Android)

Tools

Microsoft 365

Job description

Infrastructure Technical Support Practitioner (L1/L2)

Location: London (Onsite)

Employment Type: Contract

Infrastructure Technical Support Practitioner

Overview

We are seeking an experienced Infrastructure Technical Support Practitioner to provide hands-on technical support across a diverse IT environment. The successful candidate will be responsible for delivering first and second-line support for end-user devices, software applications, infrastructure components, and configured services.

Working within defined operational processes and service management frameworks, you will play a key role in maintaining service availability, resolving technical issues, and supporting both production and development environments.

This is an onsite role requiring strong customer service skills, practical troubleshooting experience, and a broad understanding of IT infrastructure technologies.

Key Responsibilities

Technical Support

• Provide ongoing support and maintenance of production and development systems.
• Deliver both remote and onsite technical support to end users.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Support configured services operating on a variety of platforms.
• Perform first-line and second-line troubleshooting activities in accordance with operational procedures.
• Escalate complex incidents to specialist support teams where appropriate.

Desktop & End User Computing Support

• Build, configure, deploy, and maintain laptops and desktop devices.
• Support device imaging, provisioning, and software deployment processes.
• Troubleshoot Windows operating system issues and performance problems.
• Install, configure, and maintain Microsoft Office and business applications.
• Support user account administration and access management activities.
• Provide assistance with onboarding and technology setup for new users.

Infrastructure Support

• Provide operational support across server, network, and infrastructure environments.
• Assist with monitoring and maintaining technology platforms.
• Support connectivity issues involving LAN, WAN, Wi-Fi, VPN, DNS, and DHCP services.
• Perform basic system administration and maintenance activities.
• Assist with hardware installations, relocations, and upgrades.
• Configure and troubleshoot smartphones, tablets, and associated applications.
• Provide printer support, including:
• Network printer setup
• Basic hardware fault diagnosis

Service Management

• Log, manage, and resolve incidents and service requests within agreed SLAs.
• Maintain accurate documentation of issues, resolutions, and technical procedures.
• Contribute to continuous improvement initiatives within the support function.
• Ensure adherence to organisational security, compliance, and operational standards.

Required Skills & Experience

Technical Skills

• Strong knowledge of Windows 10/11 environments.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Practical experience troubleshooting desktop and laptop hardware.
• Understanding of device imaging and deployment processes.
• Knowledge of IT infrastructure components including:
• Servers
• Networks
• Operating systems
• End-user computing environments
• Experience supporting iOS and Android mobile devices.
• Basic printer support and troubleshooting experience.