IT Support Specialist (67B88FB)

Referment; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Referment is hiring an IT Support Specialist to provide hands‑on first- and second-line support from its London office. This customer‑facing role combines deskside and Tech Bar appointments with remote support for colleagues elsewhere.

You will diagnose incidents, fulfil service requests and keep users informed, while following ITIL, security, data‑protection and regulatory processes.

Qualifications

• Experience in deskside or desktop support in a busy, customer-facing office.
• Strong troubleshooting skills for first and second line issues.
• Familiarity with ITIL, security, data protection and regulatory processes.

Responsibilities

• Provide face-to-face deskside and Tech Bar support, plus remote assistance.
• Diagnose and resolve first- and second-line issues across Windows 11, macOS, M365 and Exchange Online.
• Configure and manage laptops, desktops, MacBooks, iPhones and peripherals.
• Troubleshoot VPN, MFA, Wi-Fi, network connectivity and user accounts.
• Manage access via Active Directory and Microsoft Entra ID.
• Support printers and meeting-room technology.
• Document incidents and requests in ServiceNow and escalate as needed.
• Maintain clear user communication and contribute to knowledge articles.

Skills

Deskside support

First/Second-line support

Active Directory

Microsoft Entra ID

Microsoft 365

Exchange Online

Windows 11

macOS

VPN & MFA

Networking basics

ServiceNow

Clear communication

Tools

ServiceNow

Job description

Referment is working with a not-for-profit financial services organisation whose technology teams support colleagues across office, remote and hybrid settings. It is hiring an IT Support Specialist to provide hands‑on first- and second-line support from its London office. This is a customer‑facing role combining deskside and Tech Bar appointments with remote support for colleagues in other locations. You will diagnose incidents, fulfil service requests and keep users informed, while following documented ITIL, security, data‑protection and regulatory processes.

The Role

• Provide face‑to‑face deskside and Tech Bar support, alongside remote assistance for colleagues working elsewhere.
• Diagnose and resolve first- and second-line issues across Windows 11, macOS, Microsoft 365 and Exchange Online.
• Build, configure, provision and deprovision laptops, desktops, MacBooks, iPhones and peripheral equipment.
• Troubleshoot Cisco VPN, multifactor authentication, Wi‑Fi, network connectivity and user‑account issues.
• Administer and support user access through Active Directory and Microsoft Entra ID.
• Support printers, audiovisual equipment and meeting‑room technology.
• Record, categorise and update incidents and requests accurately in ServiceNow, escalating unresolved or higher‑risk issues appropriately.
• Maintain clear communication with users and contribute to support documentation and knowledge articles.

What We're Looking For

• Previous experience in deskside support, a Tech Bar, desktop support or an IT Support Engineer role.
• Strong first- and second‑line troubleshooting skills in a busy, customer‑facing office environment.
• Working knowledge of Active Directory, Microsoft Entra ID, Microsoft 365 and Exchange Online.
• Experience supporting Windows 11, macOS, Windows hardware, MacBooks and iPhones.
• Practical experience resolving Cisco VPN and multifactor‑authentication problems.
• Understanding of networking fundamentals, including Wi‑Fi and general connectivity troubleshooting.
• Experience with ServiceNow or a similar IT service‑management platform.
• A structured approach, clear communication and strong attention to detail.

This could suit an IT Support Specialist, Desktop Support Engineer, Deskside Support Analyst or 2nd Line Support Engineer who enjoys resolving issues directly with users and is comfortable supporting both Microsoft and Apple technology.

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