IT Support Engineer / Service Desk Analyst / IT Technician

Aluminum Window Designs Ltd; City Of London; Hybrid; GBP 32,000 - 37,000; Full time

Job summary

A leading company in the City of London is seeking an IT Support Engineer / Service Desk Analyst / IT Technician. The role involves providing 1st and 2nd line support, troubleshooting issues, and managing customer requests. Candidates should possess a solid foundation in Microsoft technologies and excellent communication skills. The position offers hybrid working, a competitive salary, and opportunities for training and development.

Benefits

Inclusive work environment

Industry training and certifications sponsored

23 days holiday plus bank holidays

Additional days with service

Birthday day off

Qualifications

• Experience supporting users on a 1st/2nd line helpdesk.
• Knowledge of Microsoft technologies essential.

Responsibilities

• Provide 1st line support via phone, email, and chat.
• Troubleshoot and resolve issues with Microsoft desktop OS.
• Manage call queues, prioritize tickets, and provide regular updates.

Skills

Communication

Customer Service

Education

ITIL v3/v4 Foundation Certification

Tools

Microsoft 365

Active Directory

Azure AD

Windows 10/11

Intune

Autopilot

DNS

DHCP

Job description

IT Support Engineer / Service Desk Analyst / IT Technician

Join to apply for the IT Support Engineer / Service Desk Analyst / IT Technician role at Aluminum Window Designs Ltd.

We are seeking individuals with previous experience working on a busy helpdesk resolving first line and/or second line IT technical support tickets for a multi award-winning Managed Service Provider based in the City of London.

All levels of IT experience considered.

The ideal candidate will have a solid foundation in 1st and 2nd Line IT Technical Support, preferably with Microsoft technologies within a Technical Help Desk environment.

SALARY: Up to £32,000 per annum + Bonus (up to £3,000 p.a.) + Benefits.

LOCATION: Hybrid working; 3 days per week in the City of London (near Liverpool Street and Fenchurch Street Stations) and 2 days from home.

JOB TYPE: Full-Time, Permanent.

ONLINE TEST: Applicants will need to complete the company's online IT test to demonstrate their IT skills. Ensure you allocate enough time to complete it, and note your score at the end.

Scores above 20 are considered good; above 25 is the pass mark, and only a few score 30.

Job Overview

We have a fantastic opportunity for an IT Support Engineer / Service Desk Analyst / IT Technician with experience in a busy helpdesk environment supporting first and second line tickets.

The role involves supporting prestigious clients with Microsoft Cloud/Azure, Microsoft environments, IT Security, and IT Transformation. The company offers additional training, but a strong IT foundation is essential.

You should be positive, motivated, eager to learn, and capable of delivering excellent onsite support for desktop and EUC issues. Strong communication skills are required.

DUTIES

• Provide 1st line support via phone, email, and chat (ServiceNow).
• Log, classify, and escalate incidents and requests.
• Troubleshoot and resolve issues with Microsoft desktop OS.
• Support onboarding and offboarding processes (creating users, configuring mailboxes, etc.).
• Support customer-specific applications and liaise with vendors as needed.
• Manage call queues, prioritize tickets, and provide regular updates.
• Maintain high-quality ticket documentation.
• Follow up with users to ensure satisfaction.

Candidate Requirements

• Experience supporting users on a 1st/2nd line helpdesk.
• Knowledge of Microsoft Terminal Services/RDS, Windows 10/11, Microsoft 365, Intune, Autopilot, Active Directory, Azure AD, DNS, DHCP.
• Excellent customer service and communication skills in English.

Desirable Skills

• ITIL v3/v4 Foundation Certification.
• Experience in structured ITIL and ISO27001 environments.
• Experience working with high-volume calls and SLAs.
• Experience in MSP environments and with infrastructure monitoring tools.
• Windows Server administration.

Benefits

• Salary up to £32,000/year.
• Inclusive work environment.
• Industry training and certifications sponsored by the company.
• Wide range of benefits.
• Based in Central London.
• 23 days holiday plus bank holidays, additional days with service, and a birthday day off.

APPLY TODAY

After applying, complete the online technical test. By submitting your application, you consent to your details being shared with our client for this purpose.