IT support Technician

Salt; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading tech company in Greater London is seeking an IT Support Engineer to provide user support both remotely and in person. The role involves issuing and repairing IT equipment, managing IT onboarding and offboarding, and maintaining systems such as Active Directory and Microsoft 365. Ideal candidates will have a proven track record in troubleshooting and delivering exceptional IT service. This position offers an opportunity to work in a dynamic environment focused on continuous development.

Qualifications

• Proven track record in delivering excellent IT service.
• Strong problem-solving skills to identify root causes.
• Excellent communication with technical and non-technical users.

Responsibilities

• Provide user support via the service desk.
• Issue, repair, and arrange the return of IT equipment.
• Maintain and support IT systems including Active Directory and Microsoft 365.

Skills

Troubleshooting

Strong problem-solving skills

Clear communication

Good knowledge of Active Directory

Understanding of PC hardware

Experience with laptops, PCs, printers

Job description

IT Support Engineer

Provide user support via the service desk both remotely and in person.

Issue, repair, and arrange the return of IT equipment.

Maintain and support IT systems including Active Directory, Microsoft 365, and related platforms.

Monitor and test backups.

Manage IT onboarding for starters and offboarding for leavers across equipment and applications.

Responsibilities

Ticketing System

• Resolve tickets within agreed SLAs.
• Manage and prioritise the ticket queue.
• Triage and upscale tickets to the appropriate IT resource.

Equipment

• Issue IT equipment to new starters and arrange returns from leavers, updating tracking systems.
• Build, configure, and arrange repair of IT equipment, including liaising with third-party vendors.
• Maintain accurate stock levels and listings.

Maintaining IT Landscape

• Update Active Directory for starters, leavers, and changes.
• Ensure M365 licensing and mail setup are correct and functioning.
• Maintain tracking and asset management software.

Compliance

• Demonstrate a strong awareness of and commitment to ethics, compliance, and relevant codes of conduct.

Time Allocation

• Equipment: 15%
• Ticketing system: 70%
• IT landscape maintenance: 15%

Skills Required

Background / Experience

• Proven track record in troubleshooting and delivering excellent IT service to stakeholders.

Technical Skills

• Strong problem-solving skills with ability to identify root causes and implement solutions.
• Clear communication skills with both technical and non-technical users.
• Good knowledge of Active Directory and software deployment.
• Strong understanding of PC hardware and fault diagnosis.
• Experience resolving issues with laptops, PCs, printers, scanners, switches, web, and browsers.

Competencies

• Results-driven.
• Optimises work processes.
• Manages ambiguity effectively.
• Collaborative team player.
• Strong customer focus.
• Committed to self-development.

Mindset & Behaviour

• Highly organised with effective time management skills.
• Positive, proactive, and professional.
• Passion for continuous personal development.
• Calm under pressure and within tight timeframes.

Reporting Lines / Interfaces

• Reporting to: IT Team Leader (or equivalent).
• Direct reports: None.
• Interfaces: All business departments.

Location

• Based at a UK office location.
• Travel as required.

Accountability Metrics

• Respond to tickets within SLA.
• Manage queue effectively.
• Achieve milestones as per IT objectives plan.

Values & Behaviours

• Customer centric.
• Do the right thing.
• Every voice heard.
• Strive for simplicity, improvement, and efficiency.
• Test, learn, and adapt.
• Take ownership.

*Rates depend on experience and client requirements