London-based Service Desk Engineer (1st/2nd Line) - Windows & M365

Onnec; Greater London; On-site; GBP 23,000 - 28,000; Full time

Job summary

ONNEC Group is seeking a Service Desk Support Engineer to deliver 1st and 2nd line support across project sites, regional offices, and remote locations. The role requires hands‑on support for desktops, laptops, printers, and mobile devices, with emphasis on Microsoft 365 and ITSM incident management.

You will log, track, and resolve tickets, keeping stakeholders informed and escalating when necessary to Group IT or external suppliers. A focus on process and user guidance is essential.

Qualifications

• Experience in Service Desk or deskside IT support.
• Knowledge of Windows 10/11 and Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with Active Directory/Entra ID administration and basic networking.

Responsibilities

• Provide 1st and 2nd line support across sites, offices, and remote locations.
• Act as first point of contact via phone, email, Teams, and ITSM system.
• Log, categorize, prioritize, update and resolve incidents and service requests.
• Escalate to Group IT or third-party suppliers as needed.
• Support onboarding/offboarding, device builds, software installs, and asset management.
• Perform basic administration in Microsoft 365, Entra ID and AD, and Halo.

Skills

Windows 10/11

Microsoft 365

Entra ID

Active Directory

Networking basics

Halo ticketing

Education

ITIL certification

Microsoft/CompTIA certifications

Tools

Halo

Entra ID

Active Directory

Job description

ONNEC Group is seeking a Service Desk Support Engineer to deliver 1st and 2nd line support across project sites, regional offices, and remote locations. The role requires hands‑on support for desktops, laptops, printers, and mobile devices, with emphasis on Microsoft 365 and ITSM incident management.

You will log, track, and resolve tickets, keeping stakeholders informed and escalating when necessary to Group IT or external suppliers. A focus on process and user guidance is essential.