IT Helpdesk Junior Engineer

Swap; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading tech company in the City Of London is seeking an IT Helpdesk Junior Engineer to provide first-line and second-line support. The role involves troubleshooting technical issues, managing user accounts, and ensuring compliance with security policies. Ideal candidates will have a degree in IT and 3–4 years of experience in a support role. This role offers a dynamic environment with opportunities for growth.

Qualifications

• 3-4 years of experience in IT support or helpdesk roles.
• Strong understanding of Windows 10/11 and macOS.
• Excellent communication skills for user interaction.

Responsibilities

• Serve as the first point of contact for IT support.
• Diagnose and resolve technical issues.
• Manage user accounts and permissions.

Skills

Technical support

Problem-solving

Customer service

Attention to detail

Education

Bachelor's degree in Information Technology or related field

Tools

JumpCloud

Google Workspace Admin Console

Zendesk

Linear

SentinelOne

Job description

The IT Helpdesk Junior Engineer provides first-line and second-line technical support to users across the organisation, ensuring fast and effective resolution of IT incidents and requests. This role involves troubleshooting hardware, software, and network issues, maintaining IT assets, managing user accounts, and escalating complex issues when required. The ideal candidate has a strong technical foundation, customer-first mindset, and thrives in a dynamic, fast-paced environment.

The Role

The IT Helpdesk Junior Engineer provides first-line and second-line technical support to users across the organisation, ensuring fast and effective resolution of IT incidents and requests. This role involves troubleshooting hardware, software, and network issues, maintaining IT assets, managing user accounts, and escalating complex issues when required. The ideal candidate has a strong technical foundation, customer-first mindset, and thrives in a dynamic, fast-paced environment.

What You’ll Do

• Serve as the first point of contact for IT support via email, chat, ticketing system, or phone.
• Diagnose and resolve technical issues related to Windows, macOS, and mobile devices.
• Support users across productivity platforms such as Google Workspace, Slack, and standard office applications.
• Troubleshoot hardware, printer, and peripheral connectivity issues.
• Manage user accounts, permissions, and security groups using JumpCloud and Google Workspace Admin Console.
• Assist in the setup, configuration, and maintenance of laptops, desktops, and other company devices.
• Escalate unresolved or complex incidents to senior engineers or relevant vendors.
• Maintain accurate ticket documentation in Zendesk and Linear.
• Ensure adherence to IT security policies and compliance standards.
• Support onboarding and offboarding processes, including device preparation and account provisioning.

Requirements

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field (or equivalent practical experience).
• 3–4 years of experience in IT support, helpdesk, or systems administration roles.
• Strong understanding of Windows 10/11, macOS, and networking fundamentals (DNS, DHCP, Wi‑Fi troubleshooting).
• Experience with user management tools such as JumpCloud and Google Workspace.
• Familiarity with ticketing systems including Zendesk and Linear.
• Hands‑on experience supporting security tools such as SentinelOne, MFA solutions, and VPN configurations.
• Excellent problem‑solving and customer‑service skills with strong attention to detail.

Nice to Have

• Basic scripting or automation experience (PowerShell, Bash, or Python).
• Exposure to cloud and SaaS ecosystems (Google Cloud, AWS, or Azure).
• Knowledge of IT asset management and endpoint security best practices.