Level 2 Desktop Support Technician | Elevate IT Experience

Frontiers; Greater London; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Office presence policy

Wellbeing days

Volunteer days

Employee Assistance Programme

Learning Hub access

Job summary

Frontiers in London is seeking a Desktop Support Technician to ensure employees have reliable technology and a seamless IT experience. You will troubleshoot hardware and software, deploy IT equipment, and provide onsite and remote support to staff in London.

The role emphasizes customer service and ownership of local IT operations, with the IT team working to meet SLAs, maintain inventory, and keep documentation up to date.

Qualifications

• 3–5 years of desktop support experience.
• Associate or Bachelor's degree in IT/CS (preferred).
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician.
• Proficiency with Windows, macOS and iOS.

Responsibilities

• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
• Provide a high standard of IT services support onsite and remotely.
• Configure and deploy desktops, laptops, and mobile devices.
• Provide input on IT strategies and OKRs related to support efficiency.
• Utilize and contribute to IT support documentation and SOPs.
• Assist with network connectivity issues.
• Maintain an accurate inventory of all IT equipment and software licenses.
• Administer and grant Access Permissions to users.
• Onboard new starters and deliver IT inductions.
• Provide end-user training and support for IT systems and applications.
• Collaborate with other IT team members to improve support processes.
• Support and contribute to both internal and external company events.
• Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.
• Ensure all tickets are resolved within defined SLA's (Service Level Agreements).
• Provide AV support in Meeting Rooms.

Skills

Customer service

Troubleshooting

End-user training

Onsite support

Inventory management

Education

Associate or Bachelor's degree in IT/CS

Tools

JSM

Job description

Frontiers in London is seeking a Desktop Support Technician to ensure employees have reliable technology and a seamless IT experience. You will troubleshoot hardware and software, deploy IT equipment, and provide onsite and remote support to staff in London.

The role emphasizes customer service and ownership of local IT operations, with the IT team working to meet SLAs, maintain inventory, and keep documentation up to date.