IT Support Engineer: Path to Systems Administrator (Hybrid)

Abtrace Ltd.; Greater London; Hybrid; GBP 28,000 - 60,000; Full time

Benefits offered by this job

Private pension

Generous maternity/paternity leave

Office in Paddington with hybrid-work

Laptop and equipment

Job summary

Abtrace Ltd. in London is seeking an IT Support Engineer to own internal IT across the company, supporting users and managing access, devices, and day-to-day troubleshooting.

The role is hands-on within a small team, with a clear path toward a Systems Administrator position and involvement in our security and audit programme. Based in Paddington, the company operates under high security and compliance standards, including ISO 27001 and NHS DSPT.

Qualifications

• 3 or more years in an IT support, service desk or IT technician role, ideally at L1 progressing into L2 (strong candidates with slightly less experience will be considered).
• Hands-on administration of Microsoft 365 and Entra ID (Azure AD).
• Endpoint management experience with Intune, Jamf, Kandji or a comparable MDM platform.
• Confident supporting both Windows and macOS users.
• Demonstrable ownership: you take a ticket, drive it to resolution and communicate clearly throughout.
• Ability to work at pace across several concurrent issues without loss of accuracy.
• Disciplined approach to process and documentation. In a regulated environment, the record is as important as the fix.
• Right to work in the UK.

Responsibilities

• Own the internal support queue in Jira: triage, prioritise, resolve and maintain clear ticket updates throughout.
• Work to agreed response and resolution SLAs, escalating or flagging any ticket at risk of breach in advance.
• Handle high-volume access requests: password and MFA resets, account lockouts, licence and permission changes, shared mailbox and distribution list administration.
• Produce and maintain runbooks so that recurring issues are resolved consistently.
• Provision, image, enrol and dispatch laptops across a mixed Windows and macOS estate using Intune and Kandji.
• Deliver joiner, mover and leaver processes end to end, including timely access revocation and device wipe or recovery on exit.

Skills

IT support experience

Service desk

Windows/macOS support

Tools

Microsoft 365

Entra ID

Intune

Jamf

Kandji

Azure AD

Job description

Abtrace Ltd. in London is seeking an IT Support Engineer to own internal IT across the company, supporting users and managing access, devices, and day-to-day troubleshooting.

The role is hands-on within a small team, with a clear path toward a Systems Administrator position and involvement in our security and audit programme. Based in Paddington, the company operates under high security and compliance standards, including ISO 27001 and NHS DSPT.