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

www.findapprenticeship.service.gov.uk - Jobboard; London; On-site; GBP 23,000 - 28,000; Full time

Job summary

An educational institution in Battersea is looking for an IT Support Engineer to provide 1st and 2nd line support. You will troubleshoot Google Workspace and various operating systems, manage user accounts, and ensure effective call and ticket management within a busy Service Desk. Required qualifications include a solid second-line background and strong communication skills. Benefits include a salary up to £28,000, performance-based bonus, and professional development opportunities.

Benefits

Performance based bonus

Industry renowned training/certifications

23 days holiday plus bank holidays

Qualifications

• Must have a solid second-line support background.
• Clear and fluent English (written and spoken).
• Professional and punctual.

Responsibilities

• Provide First and Second-Line Technical Support.
• Advanced troubleshooting for Google Workspace and Microsoft operating systems.
• Manage User Accounts and Onboarding.

Skills

Troubleshooting Google Workspace

Windows 10/11

Mac OS

iOS

JamfPro MacBook MDM

DNS

DHCP

Excellent communication

Team player

Tools

Microsoft Office 365

EntraID/Active Directory

Job description

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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