IT Support Engineer

Version 1; Greater London; On-site; GBP 49,000 - 66,000; Full time

Benefits offered by this job

Profit sharing

Career development support

Flexible working

Healthcare

Job summary

Version 1 in London is seeking a deskside IT support specialist with 2-5 years of experience to provide frontline service via phone, email or chat. You will log incidents in ServiceNow, perform triage, and drive timely resolutions while maintaining thorough documentation.

Ideal candidates bring strong communication, IT infrastructure knowledge, and familiarity with Microsoft 365, Windows 10/11 and macOS support. Some after-hours support may be required.

Qualifications

• 2-5 years of deskside support experience.
• Strong customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Understanding of IT infrastructure, systems and troubleshooting.
• Experience with ServiceNow ITSM.
• ITIL v4 knowledge preferred; ITIL certification preferred.
• Customer-focused with high-quality support delivery.
• Ability to manage multiple priorities and deadlines.
• Adaptable to evolving technologies and processes.
• Proficiency in Microsoft 365 and Windows 10/11.
• MacOS troubleshooting and support.
• Security awareness including MFA and phishing.
• Server interactions and Active Directory tasks; hardware troubleshooting.
• Mobile device management and remote support tools.
• Asset management tools knowledge.
• Basic networking: TCP/IP, DNS, DHCP.
• Printer/scanner troubleshooting.
• AWS/Azure fundamentals; Azure AD and Group Policy support.
• Ability to lift/transport equipment; mobility to access office areas.
• Occasional after-hours support may be required.

Responsibilities

• Serve as the first point of contact for technical support via phone, email or chat.
• Log and manage incidents in ServiceNow ITSM or customer systems.
• Perform initial triage, diagnosis and troubleshooting for IT issues.
• Ensure timely incident resolution in line with SLAs.
• Maintain documentation of incidents, resolutions and steps taken.
• Contribute to IT knowledge base development and maintenance.
• Deliver excellent customer service and build strong end-user relationships.
• Handle escalations calmly and professionally.
• Provide onsite support and VIP/executive support.
• Monitor system performance and identify potential issues proactively.
• Conduct routine health checks of systems, apps and networks.
• Set up and configure new laptops, mobiles and peripherals.
• Liaise with third-party suppliers and vendors.
• Manage user accounts, permissions and access rights.
• Install, update and patch software per policy.
• Maintain inventory and lifecycle of IT equipment.
• Perform scheduled maintenance such as updates, patches and backups.
• Support AV equipment for meetings and events.
• Collaborate with IT teams and escalate to L2/L3 when needed.
• Test business continuity measures including disaster recovery plans.
• Participate in ongoing training and development to stay current.

Skills

Deskside support

Customer service

Communication

IT troubleshooting

ServiceNow

Azure Active Directory

Group Policy

Microsoft 365

Windows 10/11

MacOS

Active Directory

Networking basics

Mobile device management

Security awareness

Tools

ServiceNow

Azure

Windows tooling

Office 365

Job description

Salary: £49,000 - 66,000 per year

Requirements

• We require 2-5 years of experience in deskside support.
• We require strong customer service skills with excellent communication and interpersonal abilities.
• We require the ability to explain technical concepts to non-technical users.
• We require a strong understanding of IT infrastructure, systems, and troubleshooting methodologies.
• We require experience with service desk management tools such as ServiceNow.
• We prefer knowledge of ITIL frameworks and best practices; ITIL v4 certification is preferred.
• We require a customer-focused mindset and a commitment to delivering high-quality support.
• We require strategic thinking, sound decision-making, and the ability to manage multiple priorities and deadlines.
• We require adaptability to evolving technologies and processes.
• We require proficiency in Microsoft 365 support.
• We require proficiency in Windows 10/11 operating systems and associated troubleshooting.
• We require proficiency in MacOS troubleshooting and support.
• We require security awareness and support experience, including MFA and phishing.
• We require proficiency in server interaction, including password resets and Active Directory tasks, as well as hardware troubleshooting skills.
• We require experience with mobile device management tools and remote support tools.
• We require working knowledge of asset management tools.
• We require understanding of basic networking concepts and associated troubleshooting, including TCP/IP, DNS, and DHCP.
• We require printer and scanner troubleshooting experience.
• We require knowledge of AWS and Azure fundamentals.
• We require proficiency in Azure Active Directory and Group Policy support.
• We require the ability to lift and transport equipment for installs, desk moves, and hardware deployment.
• We require mobility to access various office areas, including under desks and in server and comms rooms.
• We may require occasional after-hours support for critical issues or scheduled maintenance.

Responsibilities

• We serve as the first point of contact for technical support via phone, email, or chat.
• We log and manage incidents, service requests, and queries in ServiceNow ITSM or customer systems.
• We perform initial triage, diagnosis, and troubleshooting for IT issues, including hardware, software, audio visual, and network problems.
• We ensure timely resolution of incidents in line with service level agreements.
• We maintain accurate documentation of incidents, resolutions, and troubleshooting steps.
• We contribute to the development and maintenance of the IT knowledge base.
• We deliver excellent customer service and build strong relationships with end users.
• We handle escalations calmly and professionally.
• We provide onsite support and show empathy to end users.
• We provide VIP and executive support.
• We monitor system performance and identify potential issues proactively.
• We conduct routine health checks of systems, applications, and networks to ensure optimal performance.
• We monitor and manage system alerts to address potential issues before they escalates occurs.
• We set up and configure new laptops, mobile devices, and peripherals.
• We liaise with third-party suppliers, including couriers and vendors.
• We manage user accounts, permissions, and access rights.
• We install, update, and patch software applications according to company policy.
• We maintain inventory of IT equipment and manage the equipment lifecycle.
• We perform scheduled maintenance such as software updates, patch installations, and backups.
• We support audio/visual equipment for meeting rooms and company events.
• We collaborate with other IT teams to address complex or recurring problems and elevate to L2/L3 support teams when needed.
• We test business continuity measures, including disaster recovery plans, to ensure readiness.
• We collaborate with other IT team members to ensure timely resolution of issues and continuous improvement of service delivery.
• We participate in ongoing training and development to stay current with IT trends and technologies.
• We package and deploy routine security updates.

Technologies

• AI
• AWS
• Active Directory
• Azure
• Hardware
• Support
• ITIL
• ITSM
• macOS
• Microsoft 365
• Mobile
• Network
• Oracle
• OutSystems
• Security
• ServiceNow
• Snowflake
• TCP/IP
• Windows
• Office 365
• Cloud
• Embedded

More

We are Version 1, a trusted technology and transformation partner with 30 years in business, supporting global brands through deep expertise, innovation, and strong partnerships with leading technology vendors including Microsoft, AWS, Oracle, Red Hat, OutSystems, and Snowflake. Our ASPIRE Global Service Centre is the central hub of our Service Management operations and plays a core role in our Managed Services offering, with a focus on AI, continuous improvement, business innovation, self-service, and automation through ServiceNow ITSM. We are an award-winning employer with a people-first culture, a strong focus on wellbeing, professional growth, and inclusion, and we offer a comprehensive benefits package including profit share, career development support, flexible working, financial wellbeing benefits, healthcare, wellbeing programmes, generous leave, certifications, and more. This onsite support role is based in Dublin, Republic of Ireland.

last updated 36 week of 2026