London IT Support Engineer — 1st Line, On-Site

twentyAI; Greater London; On-site; GBP 26,000 - 32,000; Full time

Job summary

twentyAI in London is seeking a hands-on IT support professional to join a global professional services environment. You will deliver 1st line support for hardware, software, desktop, and applications, with on-site assistance and strong end-user service.

Work across Microsoft 365 and Windows, manage tickets, escalate complex issues, and contribute to continuous improvement within a fast-paced technology team. Two rotating shifts ensure broad exposure to users.

Responsibilities

• Provide 1st line IT support to end users, troubleshooting and resolving hardware, software, desktop, and application‑related issues.
• Provide hands‑on, on‑site technical assistance and ensure users receive a high level of service.
• Diagnose and troubleshoot technical issues, including account setup, access, connectivity, and basic network configuration on Microsoft 365 suite and Windows environment.
• Manage incoming service requests and incidents through the IT ticketing system, ensuring accurate and timely updates.
• Review and manage incident tickets, ensuring correct routing, prioritisation, first‑call resolution, and timely closure.
• Log and track service requests and incidents, maintaining accurate documentation of troubleshooting activities and resolutions.
• Assist with the setup, configuration, and deployment of new hardware and software for end users.
• Collaborate with system owners and wider Technology & Data teams to resolve technical issues and ensure appropriate support is provided.
• Escalate more complex technical problems to senior team members and relevant specialist teams.
• Monitor service performance and contribute to reporting around key performance indicators and service‑level agreement compliance.
• Identify recurring technical issues and contribute to continuous improvement across IT support processes.
• Provide clear and professional communication to users throughout the support and resolution process.

Job description

twentyAI in London is seeking a hands-on IT support professional to join a global professional services environment. You will deliver 1st line support for hardware, software, desktop, and applications, with on-site assistance and strong end-user service.

Work across Microsoft 365 and Windows, manage tickets, escalate complex issues, and contribute to continuous improvement within a fast-paced technology team. Two rotating shifts ensure broad exposure to users.