IT Support Engineer / First / Second Line Service Desk Technician

AWD online; London; On-site; GBP 28,000 - 45,000; Full time

Job summary

A well-established London-based MSP is seeking IT Support Engineers for First and Second Line roles. Responsibilities include resolving IT support tickets, providing customer service, and supporting junior team members. Candidates should have troubleshooting skills and be familiar with Windows OS. Opportunities for career progression are available within a supportive team environment.

Benefits

Benefits

Career progression opportunities

Qualifications

• Previous experience in a remote IT Help Desk and Deskside Support environment.
• Excellent customer service and communication skills.
• Understanding of Windows OS, hardware, and common software.

Responsibilities

• Resolve tickets and support junior team members.
• Provide basic IT support on client sites.
• Support incoming tickets from the office.

Skills

Troubleshooting

Customer service

Communication skills

Windows OS

Logical problem-solving

Tools

Microsoft Operating Systems

Job description

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IT Support Engineer / First / Second Line Service Desk Technician, London

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Client:

AWD online

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

a091f6d5d5e6

Job Views:

18

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Job Description

Are you a Second Line IT Support Engineer / Technical Service Desk Technician or a First Line Support Engineer looking to join a company that can offer career progression and exposure to a wide range of technologies?

If you are, we would like to hear from you as we have two positions available. One of the vacancies is for a solid 2nd Line Support Engineer and the other is for a 1st Line Support Engineer.

SECOND LINE ROLE

As the Second Line IT Support Engineer / Technical Service Desk Technician, you will be predominantly office-based, with occasional onsite visits to clients in Central London. Your key responsibilities will include resolving tickets and supporting junior team members. You will need excellent troubleshooting, customer service, and communication skills, with a solid 2nd Line technical support background covering hardware/software, networking, routers, firewalls, LAN/WAN, switches, PC installs, etc. There will also be opportunities to progress into a third-line role after proven performance, leading project-based work.

FIRST LINE ROLE

As the First Line Support Engineer, you will provide basic IT support on client sites in Central London. You will visit the same client regularly, performing various IT support tasks to familiarize yourself with their infrastructure. You will work alongside colleagues on the Help Desk for additional support. This role involves working on-site and supporting the Help Desk with tickets. You will need basic IT skills and a willingness to learn. Initially, you will be introduced to client sites with a senior team member. The dress code is smart casual, suitable for hotel environments.

When not on-site, you will work from the Covent Garden office, supporting incoming tickets and assisting colleagues. Opportunities for progression into a second-line role are available.

ABOUT THE COMPANY

The company is a well-established London-based boutique MSP managing IT infrastructure for hotels and commercial organizations in Central London. The team has exposure to technologies including Microsoft OS, MS Exchange, MS SQL Server, routers, firewalls, WAN/LAN, and software.

The ideal candidate will be proactive, manage their tickets effectively, and aim for First Fix First Time / First Call Resolution (FCR).

SALARY (First Line Support): £28,000 - £35,000 + Benefits

SALARY (Second Line Support): £35,000 - £45,000 + Benefits

LOCATION: Covent Garden, London (WC2E)

JOB TYPE: Full-Time, Permanent

CANDIDATE REQUIREMENTS

• Previous experience in a remote IT Help Desk and Deskside Support environment
• Troubleshooting desktop and server problems
• Excellent customer service and communication skills
• Professional demeanor suitable for client premises
• Understanding of Windows OS, hardware, and common software
• Experience with software deployment tools (desirable)
• Logical problem-solving skills
• Ability to explain technical concepts clearly
• Willingness to learn and develop skills

TECHNICAL ENVIRONMENT

The company's main technologies include:

• Microsoft Operating Systems (desktop and server)